New Development - No Infrastructure!

We have moved into a new development and did have an engineer visit scheduled for yesterday to install our new line. The appointment was between 1-6pm, I called at 3pm and was told he was coming, I then call again at 5.15pm and was told the engineer wouldn't be coming. The reason was that additional work needed to be done at the exchange.
I then went with the building site manager and we inspected the BT ducting that surrounds my property. To my surprise there was absolutely no BT infrastructure at all in any of the ducts...no wonder the engineer couldn't install our line!
Today I have spent over 2 hours trying to speak to someone, 6 calls, 2 supervisors and got absolutely nowhere! All the call agents were hard to understand due to their very strong Indian accent. I've now had to open a complaint both over the phone and just now online.
I've believe that the 'New Building Site Development Team' needed to visit the site to install the core infrastructure. I've tried to make contact with them and failed, I've tried to escalate the issue and failed, I've tried to speak to someone senior enough to understand my problem....once again I've failed.
I'm literally lost for words at the customer service, not to mention angry for wasting a days holiday and even more upset that we will now have to spend over £400 a month on child care as we can't work from home.
If anyone can help me I'd be really grateful.

Just to clarify, this is not the builders responsibility.
The house itself has been cabled with the normal house points and cabling with a terminating "white" cable poking out the front of the house, all ready for the engineer to connect to. The onsite ducting and BT Manholes have all been installed, either by a contractor of Openreach or Bovis (if they are an approved installer). The only people who are allowed to install cabling within a BT duct is BT or a part of BT like Openreach, unless you seek Wayleave permission. I know this as I project manage 'dark fibre' installations across private estates.
Bovis themselves completed their work and gave BT permission to install infrastructure over 2 months ago. I confirmed this with both the site manager and Bovis headoffice.
After all my calls yesterday, I decided to phone BT Business as I know they are UK based, the person I spoke to was more useful and did give me the number for the 'New Estates Team' (0800 616866) - however when I called them I was told they can't deal with end users and I need to speak to my ISP...which is interesting as that's BT who I've so far spent 5 hours trying to communicate with.
I then tried to call Openreach but once again they won't speak to end users...
So the current position is;
1) I have no phone line
2) The estate has no BT infrastrucutre
3) I have complained via Twitter (36hrs response time) and the normal complaint channel (72hrs reponse time)
4) 5 Hours worth of calls (at a cost to me)
5) 1 days holiday taken for no reason
6) The additional cost of childcare (approx £150 a week)
7) Having to work in the office until midnight most evenings
8) I had to spend another 45mins talking to the accounts team, as they'd tried to take directdebit for the service!
The average time to actually get to speak to an 'agent' is 12mins, then 4-5mins to verify details, then 3mins for them to read the screen, then 3mins of them mumbling in an extrememly hard to hear accent. Eventually you explain the situation again, they pause, carry on with their script, you ask to speak to a supervisor...they also can't help.
There is without a doubt a problem in the process for getting a new estate setup, I really hope that somehow, via some method I manage to speak to someone who can help!

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Link: http://www.businesscatalyst.com/_blog/BC_Blog/post/May-release-New-partner-support-Infrast ructure-updates-Site-templates-and_bug-fixes/
We are announcing a new Business Catalyst release, scheduled to go live on Thursday, May 3rd. With this release, we are continuing our investments in system performance and stability by increasing our web servers capacity, enabling HTTP acceleration to provide faster site loading times, and improving the site creation speed by using pre-generated sites.
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Partner support
Infrastructure updates
Features and enhancements
Issues fixed by this release
What's next
You can jump to the corresponding section by clicking the above links.
Partner support
Updated Help & Support partner experience
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Partners with more than 100 paid sites will get 2nd level chat support, which includes a higher priority, by default. If you have more than 100 paid sites, but spread across different Partner Portals, please ask support to enable 2nd level chat for you.
Support experience for your Small Business owner clients can now be owned by partners (see below).
Custom Help & Support URL for your clients
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Improved product custom fields - we have increased the maximum number of characters for product custom fields to 1024 (previous limit was 256); this gives partners and customers additional space to use when working with products
Improved Secure Zone subscribers list - we have added the customer email address in the Secure Zone Subscribers list to enable partners better filter and manage customers
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Social plugins integration updates
Starting with our May release, we are updating the social plugins support to require users to get the plugin code from the third party provider and saving into his Business Catalyst website. The module tags and configuration will remain unchanged, but will render an empty tag until the partner or site owner will update the module template to include the corresponding module code snippet from the third party platform provider.
For more information about how you can enable the Social Plugins on a Business Catalyst websites, read the Social Media: Integrating Facebook and Twitter knowledge base article.
Other changes
Updated weekly emails - Starting with our May release, the information in the site weekly emails has been filtered based on the site's plan. For example, webBasics site reports will no longer include the sales report.
Localization - we improved and increased the coverage of the admin interface translations into German, French and Japanese
Site Settings -> Ignored IP addresses has been relocated under Reports -> Visitors -> More.
BC-Dreamweaver integration performance improvements
Development Dashboard has been removed, as it didn't provide a clear useful, ongoing benefit. The information present in the development dashboard has been integrated into our new Help & Support section.
Payment gateway settings - for more privacy and data protection, we have updated the Payment Gateway configuration screens to obfuscate the sensitive login information. Fields that have been obfuscated are now requiring confirmation.
Report abuse badge on trial sites - for compliance reasons, a "Report Abuse" link has been added to the front-end of all trial sites of free partners that don't have any paid sites. When they click the Report Abuse link, site visitors are redirected to a form submission page on businesscatalyst.com site.
Issues fixed by May release
Issues 3051303, 3168786 - Workflow notifications - Fixed a problem preventing workflow notifications emails from being sent.(see get satisfaction forum discussion)
Issue 3164074 - Fixed a bug causing the lightbox gallery created from Muse to be displayed behind page elements
Issue 3162810 - Fixed a bug in rendering engine to prevent content placed between body and head tags being incorrectly moved inside the body tag
Issue 3166610 - Fixed a broken link to Partner Portal in Internet Explorer
Issue 3175003 - Fixed an issue that caused an incorrect price display for the Year One-Off Setup Fee when upgrading a site from Admin using CB
Issue 2567278 - Fixed a bug causing site replication to ignore product attributes
Issue 2947989 - CRM passwords are now case sensitive
Issue 2723731 - Removed CSS files from the head section of the Layouts files, when downloaded and opened in Dreamweaver, via the BC extension
Business Catalyst new admin interface updates
Added "Save and Add New" button in Web App Item Add & Edit screens (see get satisfaction forum discussion)
Updated Quick Actions menus to add more actions (see get satisfaction forum discussion)
Fixed an issue causing Recent items menu to display deleted items (see get satisfaction forum discussion)
Fixed a display issue on File Manager making top buttons unreachable (see get satisfaction forum discussion)
Fixed the scrollbars in Email Marketing>Campaign>Stats>Bounced Emails reports (see get satisfaction forum discussion)
Fixed an issue causing Recent items menu to brake after selecting the current page from the Recent Items menu (see get satisfaction forum discussion)
Replaced the Success notification displayed when selecting Users or Permissions tabs from User Roles with an Warning
Change the action label displayed in User Roles list from View to Edit to match the list pattern from Admin Users
Fixed a missing file JavaScript error occurring when trying to open image manager from product details-> Attributes -> options
Moved System Emails section from Site Setting to Site Manager (see get satisfaction forum discussion)
Updated Domain Management interfaces to close the modal window and refresh the domain list after successfully adding a domain
Fixed an issue preventing the Hyperlink Manager to function properly (see get satisfaction forum discussion)
Updated the confirmation message received after copying a page to match the new workflow and button names
Fixed an issue causing the current screen or section to not be highlighted in the menu
Updated styling on the new dashboard, user management and email accounts interfaces
Updated dashboard reports filters and chart display; made the chart and the filter use the site time zone
Fixed an issue preventing users from inviting new admin users or create new email accounts on Internet Explorer 8
Fixed an issue preventing users from deleting Email Accounts or Admin Users in Internet Explorer 8
Fixed some issues preventing password recovery email from being sent
Removed the alert message displayed when the user or email account limit has been reached
Added localization for the simplified dashboard
Fixed display issues for site limits, domains and user list in the simplified dashboard
Added Custom reports for webBasics plan
Fixed a bug generating a "500:Collection error" on the simplified dashboard when user did not had View users permission
Added TOU checkbox in the email account setup screen
Updated Site Preview link in the dashboard to load the default domain
Fixed an issue in the new File Manager forcing a user to press Undo twice in order to see the change take effect if the code that was previously formatted contained any <"tag" with more than 2 lines
Fixed an issue causing the File Manager editor toolbar to incorrectly render if page URL path is longer than certain value; starting with this release, the site URL is trimmed
Fixed an issue causing the invite users to be displayed as [object Object] in dashboard and admin user list
Fixed a bug in the new admin causing the interface to become unresponsive when using the browser Back button
Fixed an issue in the new File Manager causing "Save Draft" button to publish the default page template instead of creating a draft version
Fixed a broken invite link issue in the Email Account invite email
Updated loading indicators in File Manager and Email Accounts screens
What's next
The first item on the what's next list might not be news for many of you, but it's definitely one of the most important milestones this year. The Creative Cloud launch is just around the corner, and Business Catalyst is playing an important role in that, as the publishing platform for Adobe® Muse and Dreamweaver. This launch will capture all our attention within the next weeks as we want it to be our best ever.
We'll start our next development cycle on May 15th, while the next Business Catalyst release is going to be pushed live in mid June. That being said, the following items are already on our launch plan for the next release and a few more will join the list. Please expect an update on our 2012 plans around mid May.
HTTP throttling – all page load and API calls to BC will be protected against attacks, this might trigger problems for API heavy sites. We are looking into enabling this update along with our June release, and will help make sure that a reasonable number of requests will be accepted from the same computer per minute.
Automatic site deletion - Starting with the June release, we are going to start automatically delete expired trial sites and canceled sites. Customers will be notified twice before we are going to proceed with deleting the sites.
Thank you,
Cristinel Anastasoaie
Adobe Business Catalyst Product Manager

In reference to this change in the Custom Reports... Better experience when exporting data - to prevent customer confusion when exporting data from Mac computers, we have removed the export to excel option and exporting in CSV format by default.
What is the customer confusion we are trying to stop here? I've got even more confused customers at the moment because all of a sudden they can't find the export to excel option but know it exists if they log in on a PC?
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