Pain on requesting BT INfinity service to a newly ...

All,
I moved to a newly build house last month which has got a BT fibre optics modem pre-installed.
I signed up online for a BT infinity1 service. Received email confirmation that order is sucessful.
Received further emails that BT hub will be delivered to home.
The following day got an email saying that - they are very sorry that order has been cancelled.
Not sure by who cancelled it.
Called BT an was put to the order-management-department, who put me on to 'home-fibre' department who put me on to sales department
(since sales team cancelled order)
Was advides to create a new order.
Same things repeated, emials on sucessfully order being placed (I decided to pay 177£ upfront for line rental, money was taken from credit card) email confirmation that hub will be delivered.
Next day another emial saying order cancelled and another email asking me to send back the BT hub (that is yet to be delivered)
Again order-management-team putting me on to sales team and this seems to go around in circles.
Not sure why it must be so difficult to atleast explain what the problem is - it appears there is no coordinaltion among the departments, wondering why setting up a Internet service should be so complex!
Planinng to send a written letter of condemnation - any advise from some one on whats the best course of action.
FYI - the serive is requested at Barking, Essex where Virgin and BT are providing fibre optics service to the area and each newly build house ha sa BT Fibreoptics modem installed and running fine.
Deepak.

Received the BT hub today via Royal Mail but BT has also sent email asking to deliver it back!
Whats the point in delivering something and also cancelling order???
This is the email I received
Hello Mr. Angeswar,
We're really sorry to hear you've cancelled your service.
You now need to send back your BT equipment within two weeks or you may have to pay for us to collect it. We've sent you a separate pre-paid swap box or returns bag so you can post the following kit back to us:Product Serial Number
BT Home Hub 4
+068341+NQ31228467
How to send everything back
If you've got a swap box:
Pack your equipment into the box, following the instructions inside the lid.
Peel off the return address label and place it over your address on the front of the box.
If you've got a returns bag:
Pack all your equipment into the original box (or something that'll stop it getting damaged).
Put everything into the returns bag.
Peel off the returns bar code and place it next to the pre-printed address on the returns bag. This is really important as it tells us you've sent it back. You'll find the returns bar code in the top left-hand corner of the address label on the envelope or parcel the bag was sent in.
Whether you're using a swap box or returns bag, hand the package over at any post office - you don't need stamps because we've already paid the postage.
Just in case we call to ask you about the return, please ask for proof of posting. It's free.
Thanks in advance for sending back your equipment.
Warren Buckley
Managing Director, Customer Service
Please don't reply to this email - it's been automatically generated by our computer. If you need to get in touch, go to www.bt.com/contact

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