Headache after headache and we've still not got it...

Question

Hi All
A bit of a rant sorry (need to air this off and hopefully get somewhere!) of how everything has gone wrong.
First we eagerly awaited the date we could order infinity. The day arrived and after some issues ordering online that evening I had to ring up the next day to place the order (turns out the online system isn't clever enough to say you can't have a free install when coming back to BT and do the paying for the phone line up front for a year and save some money deal, it just throws a general error).
So I spend the best part of the hour on the phone placing the order. Making sure to double check things as we go along.
Shortly after we get the install date. I ring to enquire how late I can leave changing it as I was unsure if I could do that date or not yet, understanding I am going to have to give more notice if we're moving our number back to BT. Turns out now that the person I spent ages on the phone ordering with didn't put it down as moving our number back but a brand new number.
BT have to cancel the order and replace it. They do call me back the next day as promised to confirm the new order. Installation date now a lot further away and I can't do that date. They said they would call me back the next day as it was late. They never did, I had call chasing the change of appointment a few days later.
A week or so ago we got a bill for the delivery of a router never sent for the first order that was cancelled, so I have to call up to sort that out. While on the phone I asked the lady to confirm all the details on the current order to make sure all was ok still, it was. She even kindly sent me a text confirming it all in writing.
So yesterday was the day. BT phone engineer shows up and wires up the BT line. I won't go in to the ins/outs of it but basically it turned out our phones were screwed after the engineer left. Inbound calls were ok (though not all that clear) but could rarely make an out bound call. I did phone customer services first and got fobbed off with that the extensions wouldn't go live until up to midnight(!). Luckily I am a network engineer and soon spotted he had wired the extension in the faceplate in the wrong order and sorted this myself. We needed the phones working and I couldn't wait until another BT engineer could show up for 10 secs of work. The BT engineer had infact left me instructions on wiring it anyway incase we had to replace the extension wiring (shame he couldn't follow them lol) - He tried to tell me the extension was quieter as it was pulling too much power and must be the extension wiring at fault, even though it was the same wiring we had always used! He also told me the line was working fine - he must have been lucky (I managed to dial a number maybe 1 time out of 10 if that?). Yes it was drawing too much power as he had wired the 2 ring wires back to front!
With that out the way I await the infinity/broadband engineer. 5PM comes and he hasn't shown, keeping in mind he could come any time up to 6PM though. I log on to BT.com to find the following under the broadband install on the order tracking:
"Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Right?! I know an engineer is required for BT infinity!
So I called customer services again (thumbs up here BT where it is due- a few months ago I spent hours on the phone queuing to get through to you - I have not had to wait more than about 10 mins since this has all happened when I have called each time - and you have an 03* number now so no big mobile bill this time!). Apparently there has been an internal communications error at BT. The engineer appointment was cancelled as some one at BT hadn't confirmed the appointment with the engineer.
I flipped, politely (I have spent several years working in customer service call centres too, I know how it is) explaining how everything has gone wrong and none of it is my fault, at all.
She promised to pass it to esculations and I would have a call back today (with the hope of a Saturday appointment as I can't take another day off work) and may be even this weekend. If I (and my partner, we both work in IT) end up with no internet at home in our work, we will be up the creek with out a paddle.
It's nearly 3PM and I am yet to have had a phone call.
Thanks
Shell

Answer 1

This is beyond a joke now
Rang up this evening as no one did call back (3rd time since order that such a promise hasn't been kept) to be told BT have cancelled the order. No idea why and nothing can be done as the order management desk have gone home.
I'll be straight on the phone at 9am. If it isn't sorted straight away with a weekend appointment (I can't take any more time off work) by next weekend (2nd/3rd April) before the Virgin broadband ends, and some kind of compensation/credit for BTs continual incompetence since day 1, then Virgin can have our business back!
Again, if someone from BT sees this and would like to help I did send an email through your form refrencing this thread earlier today with my contact details. Even if it's 'I've got your email, I shall look at it now and get back to you ASAP' first thing before I try to talk to the 'order management' desk who clearly need to go on a few management courses!
Thanks
Shell