How do we get the TV just bought up and running

Question

I cannot believe that there are no notes on my account as since 19th September which is the date that our new infinity broadband and tv contract was due to start I have sent several emails and spoken to at least six people for about two hours on the phone and I am no nearer getting a solution to the problem
I'll try once again to explain the problem.
After studying the packages and speaking to a sales person on the phone I ordered the package as all the requirements that I was told was needed was a mains point to plug in the router and hub and an outside aerial which we have.
On the 19th the engineer arrived and connected the broadband and installed the hub and router upstairs where our telephone line comes in. I asked if he would be installing the tv box but he said another engineer would be coming to do that. However he explained that as the hub/router is upstairs we would need cables down the stairs and into the living room. I said that no one had said that and it wasn't one of the requirements that I had seen and been told.
When he left I phoned to check on when the engineer would be coming and also to mention that the box was unsuitable and the engineer had recommended another box that wouldn't require cabling.
The person that I spoke to was quite abrupt and after telling me that there wouldn't be another engineer and that I would have to install myself I explained that I couldn't because of the cabling problem. He then suggested that we should be transferred to the "mis-sold" department. He then cut me off!! I called back and got someone called Becky who tried to explain technical solutions so I passed her over to my husband. Again she didn't seem able to help so he asked to cancel the contract and for you to collect the equipment. She said we couldn't do that until the following day which didn't make sense.
As we were not getting anywhere I cancelled the direct debit as I thought this would prompt someone to contact us and hopefully resolve the issue and I also sent my first email stating my intension to cancel in line with DSR.
Since then I have sent other emails and had three phone calls lasting over an hour but each call has either been lost when trying to transfer me or on the last occasion I was told that the problem can be resolved by moving our phone line which would be a simple job of extending the external wiring approximately fifteen metres but we've been told this will cost us £130. I had said in a previous email that we are entitled to cancel under the Distance Selling Regulations but also said that we have been loyal BT customers for many years and although we could have chosen one of the many competitors we stayed with you but feel that we are now being treated really badly and as I previously stated the stress is really affecting us.
I really think that as a gesture of goodwill and taking into account our loyalty to your company this move should be made without any further cost to us as you did not make us aware that we would have this problem.
In my previous email I was referring to the charges on the latest bill for activation and charges for the TV. The tv box is still unpacked and I informed you on the day it was due to be installed that it is unsuitable so why was it activated and why have I been billed for it?
I would really appreciate you finding a quick solution to this problem as I feel that I am getting nowhere

Answer 1

This is a user to user forum. So no one here has access to your emails. Some of the things you state you have been told are untrue.
Cancelling your direct debit is not going to do you any favours.
The box doesn't need to get changed all you need are a pair of power line adapters and you can watch TV. The box will work anyway as a PVR so you shouldn't be frightened to set it up and plug in the aerial. It doesn't need set up.
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