Why do we bother - more BT incompetence

I had an appointment for Bt infinity installation for today - and I am pleased to say the engineer turned up.
This would be great except I isn't get my hub delivered!
After spending 30 minutes on hold on the phone I am told no one ever ordered one!
Can anyone at BT explain why they seem
Incapable of even the most basic jobs?
I am now sat with no broadband and no chance of getting it until after the bank holiday.
Unbelievable! unfortunately not - very believable for BT these days

Step1: Connect your pc/laptop into the modem using LAN1 port (LAN2 is disabled and not in use)
Step2: Open network and sharing centre on windows and click set up a new connection or network
Step3:  Connect to the internet (the top option) then click make a new connection Broadband PPPoE
Step4:  Username [email protected] and the password as broadband
Step5: Reboot PC or laptop

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