Really bad service, and I'm not even connected yet...

Question

So I opted for a new fibre connection in my house. I had three months of poor connection speeds form plus-net, and although their service is very cheap , the lack of reliable connection eventually made me consider the change to bt.
I am lucky enough that the local phone network is being upgraded. So I booked online for BT tv/ infinity 2 fibre connection.
The first appointment was scheduled for the 12th of November. This was canceled by BT due to technical problems. Fair enough as they seem busy digging up the road and I understand this process can't always run to schedule. My wife had agreed to take the morning off work to let the engineer in but this was easily rearranged with BT for the 17th nov.
on the 16th now BT called to say that they had sent an engineer around two days before and that he could not get access to the property... Of course you can't get access if we are not in....make an appointment next time?
So we rang up to speak to BT they apologised and said the engineer would be there on the 17 th if we could be in. My wife rearranged her day to allow for the new appointment , stayed in the house , didn't get paid and had her time wasted. No engineer called. she spoke to BT who claimed the engineer had knocked , and phoned both mobile and house phone. Neither of my over zealous dogs or partner hear the engineer, and there is no record of the phone attempts on our devices.
I rang up to rebook and complain and was told the department was understaffed and not to ring at lunch time as everyone is out and the phones can't be answered. Also they can't rebook my appointment and that I would have to wait until December for my connection. Since I was at work in my lunch I couldn't really peruse the matter so I tried calling back after work. Unfortunately after wasting my effort navigating the phone system I was told then department was closed after 5.
So I can't call at lunch and your closed after 5 , you don't keep appointments , you make unscheduled appointments , the engineers lie and I have to wait another two weeks to get my service.
I thought paying a premier price would get me good service.
I'm deeply annoyed. I can imagine with your poor record so far that my complaints here will also go un-answered.
Please don't tell me your sorry. I want my appointment moved to a sooner date and I want a discount for having wasted my time and caucusing my wife to lose a days income.

Answer 1

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