Where is the responsibility for faults and failure...

Question

My phone line was found to have intermittent noise and crackling also the speed on my broadband became very variable and It was noticed that my line profile had changed downwards. On calling bt on the landline crackles and noise were heard on the line.
The fault was reported as a voice fault on 23rd October and an appointment made for an engineer to call on 30th October.
On 30th October no engineer arrived, on calling BT (India) I spoke with at least three individuals before being told that the case had been closed. At no point was I advised that the case was closed or indeed even investigated. I had taken time off work to be at home for the visit.
 I was told that the reason for the case being closed would be investigated and that someone would call me back.  I asked for a response in writing or email but was advised that this was not possible.
A new appointment was made for Tuesday 6th November this time in the afternoon 12-18:00, at approximately 17:05 a call was received from Openreach to advise that no engineer would be coming that day as he had run out of time. I asked if he would be tomorrow, to be told that that was not possible and that I could make another appointment for Friday 9th at the earliest. I was also advised that if I wanted to escalate this or find out more I would have to do so through BT.
I called BT, India again which resulted in me speaking with four individuals purporting to be a mix of advisors, supervisors and managers. The final one promised to call me back today 7th November between 12 and 1300, no call was received.
So far I have taken two days off work for BT to call, been threatened that if the problem is in my own house I will have to pay a charge and still no resolution.
The advisors, managers, supervisors have all been very “sorry”, have all “apologised” but have singularly been unable to find out quickly and accurately what is going on. They have also not called back when they have indicated they will. They (BT) are not taking any responsibility for faults or the failure to fix them.
BT blame Openreach, the customer, the isp
Openreach blame BT and the stock phase they told me Im only the messenger was actually used!
Who is working for the customer, who is able to get the faults fixed and why should they change if the only penalty is £10.00 per failed visit.

Answer 1

Keith, thank you for that and I will.
The call centre is one of the issues, I have always found them to be polite but as much good as a chocolate fireguard. Not because of nationality or education or indeed anything like that, its the restrictions and systems they seem to be working with.
The stock responses, the same questions time and time again, the multiple levels of "managers" who can do nothing?
The people in India are only as good as the systems they have in place. Those systems and trainers are provided by I presume BT.
Does it really take two rounds of calls to
(1) Advisor
(2) Supervisor
(3) Team leader
(4) Manager
Then a forum posting, then an email to customer care..what next a carving on a wooden stick floated down the Thames?
Even if BT care come with some answers, should I be gratefull for them? Or still angry that its taken so long and so hard to get them.
Why are BT not ashamed of their customer "service", a sales call is answered very quickly, if I dont pay my bill on time its also acted on very quickly.
BT apparently are spending billions on new fibre optic (I doubt it will go rural)
http://www.bbc.co.uk/news/technology-16870464
For a fraction of this Im sure they could improve their customer service and engineering!
Craig