Less than a month and its already broken

Question

Dear BT and Forum users,
I am not very happy with my BB service right now and have come on here in the hope that I might get more that platitudes and fob offs.
So...  a few weeks ago my husband finally gave into the sales calls and agreed to have Infinity installed. Our reason - not so much faster internet but in the hope we might get a consistant service.The service we had before that was tempermental at best and we were sick of having to reset the router every other day.  (in hindsight we should have just gone with an alternative ISP).
It was installed a couple of weeks ago and worked well until last Wednesday, since then the service has been a comedy of errors.  To start with my husband confirmed from the outset that they problem was not coming from inside the house but the customer service operator insisted on booking an engineer.
We agreed to the Friday morning appointment. I booked the morning off work (using annual leave) and the engineer didn't show up. My husband called at 12.30 (they won't take calls from me as I'm not on the bill) and he was assured the appointment was booked in. Shortly after 1 I took a call at the home to say the "system" had lost the booking and the engineer wouldn't be coming.
I said I was in all day, he could come now but that was clearly off script and the call centre operative wouldn't enterntain the idea (annoyingly there were 2 BT vans in my neighbourhood that afternoon). Instead they wanted me to rebook another 4 hour appointment. I couldn't stop in Saturday and wasn't going to lose more leave. I said I would discuss the options with my husband. 
What followed that afternoon was a series of coversations with them, some with me at home and some with my husband at work offering the same options and us giving the same response. I don't know if the operatives weren't talking to each other or didn't understand but it was really irritating. In the end they said they would call my husband at 4pm. They called some time after 5 and said the would try the exchange first and call us Monday morning if they needed to access the property.
Saturday 8.30 the engineer called to say they were on their way, we had the time so we waited. He arrived and was in the house all of 15 minutes before confirming the problem was in the exchange (all that time wasted for that!). We got a call Sunday to say they needed a new part at the exchange then today my husband got an undecipherable voicemail and a text saying the service will be fixed in the next 72 hours. He has spoken to them this evening and we're still non-the-wiser as now there's a fault further up the line. 
Whilst all this is going on we have tried to find out if they expect us to pay for the Infinity and BT Vision whilst the services are not working. All they will say is they won't look at refunding losses until the issue is fixed. I realise they can't give us a total but it was a pretty straight forward question - am I paying for this non-service. One operator has said I can have £10 to cover the missed appointment (I value my time and annual leave a little higher).
In all honestly the loss of internet and BT vision is frustrating but what has really dissapointed me is the lack of customer service. No one in the call centres seem to have a clue what's going on (we've had so many versions of what's wrong) and are too tied to a script. There's no sense of inconvenience - I'm supposed to be ready and waiting for 4 hours at a time but they will fix it sometime in the next 3 day. 
Right now I'm not even sure its worth waiting to get this fixed.
I'd love for someone to come on here and fix this for me but I'd settle for a little peer support/shared experience.
Thanks
L

Answer 1

OK, so I was being a little optimisitic. We're back online (yay!) but now the bill is just more of the same. Apparently we have to wait 48 hours before they will tell us how they are adjusting the bill  I understand that they cannot confirm the problem si fixed yet because of some internal policy but they won't even tell us how much they would calculate as of now - a pretty straight forward question. 
So with that, we threw in the towel... said if they can't asnwer a simple question we were off. Of course when I told then operator this he said he's put me straight through to his boss and then left me on hold for over 20 minutes before I gave up!
Called back to leaver dept. to be told we have to pay £200 to cancel (funny they could give us that figure pretty easily). I don't know what was said when he signed up but I am going to be investigating this further. We've had the service less than a month and its been broken a week.