Running out of patience... Can someone offer some ...

Hi,
We have a few issues with BT Vision...
Firstly, we are on BT infinity II with a BT HomeHub 3. Only a new master Infinity socket recently fitted with no extensions. Our BT Vision Box is a Black Box, and out service started on the 18th May. The BT Vision box is connected to the Hub via a 10m ethernet cable. We have the £4 a month Essentials service. Our average D/L speed is between 50 and 65mbps, and upload is around 12mbps. We have no issues with speed on the laptops/ipad/etc. We are using a 2M long, expensive HDMI cable (but see below)
First issue - Quality of the Catch-Up TV. For the first two weeks the catch-up TV services were unwatchable, pausing every 2-3 seconds on Iplayer ITV Player, 4OD, etc. We then had a week of good picture, able to fast forward, skip forward and back 30secs without any issue... all great. Then the box crashed, and we are now back to stuttering, unwatchable catch-up services. This is the main reason we bought the BT Vision service.
Second Issue - A subsequent crash, led me to perform a factory reset (down arrow and ok while switching on at the mains), this took a number of boot attempts to complete, and now I cannot get 780i output via the HDMI connection. When starting up the box we can see the boot up screen, but then we either get a Green screen, or more commonly "no HDMI souce found" when we would normally get the menu screen and programmes. If I connect using the scart lead it is fine, but the picture quality isn't great. I've tried two different HDMI cables, and tried reversing them as per the call centres instructions.
Third Issue - We have spent hours, literally, on the phone to the call centre, and a keen, but ultimately unhelpful engineer called Greg. At least a quarter of this time was trying to put through to people trained on the new BT Vision Box. So far they haven't managed to resolve either of the above problems, so we are expecting an engineer visit, which may cost us £110 if the fault isn't BT's... This seems ridiculous, and how do we prove it one way or the other? 
Sorry, that was a long post, and I've tried to keep it polite despite the 2 1/2hrs my wife spent on the phone this morning which resulted in tears and stress as person after person repeated what the previous person had done, and then the booking systems failed, which is not needed at the moment.
Hoping someone here can help!!!
Thanks in advance!

Hi MattDay,
Thanks for posting. I've picked up your email and I'll get back to you today.
Cheers
David
BTCare Community Mod
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    At home I went through the whole above process again but when I plugged it into the mains again it just had the Apple logo going on/off repeatedly. I plugged the phone into my PC & the apple logo appeared followed by the "connect to iTunes". In iTunes I get the banner "iTunes has detected an iPhone in recovery mode. You must restore this iPhone before it can be used with iTunes". So I click on "OK" the "Restore" then a banner asking if I'm sure I want to restopre the iPhone appears, press "Restore & Update". iTunes starts to remove the software, veryfies it with Apple & then another flag "The iPhone could not be restored. An unknown error occurred (21) which appears to be a security issue.
    I thought the above problem was something to do with O2 because I picked up my new iPhone 4S last Tuesday but was unable to set it up until I got back from my holiday, O2 say it isn't anything they've done.
    My question is has it happened to anyone & can anybody offer a solution, is it a hardware or software issue?

    Please see the two articles below:
    http://support.apple.com/kb/TS3694
    http://support.apple.com/kb/TS3125

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