A little background:
I had BT ADSL service almost as soon as it was available in my area of central London, turquoise blue dsl 'aliens' modem, £150 install fee and all.
I tried at one point to change to cable but C&W never did my road while the next roads north and south were done. So when LLU came I switched to a new supplier. Unfortunately at that time BT still insisted that the competition installed their own hardware in the exchanges. So when I tried to switch again a couple of years later, I was told it was not possible because my line was not on BT hardware.
BT themselves wanted either a new line install (over £100) or an internet outage of 2-4 weeks after they switched the line back and I just could not be bothered. I toyed with the new line idea periodically over the years; meanwhile my original supplier (bulldog I think) got taken over by pipex and then home telecom.
Then I read that BT infinity 2 offers free new line install if you sign up, and 80mb speed for less than my existing supplier. I go ahead and order including new line.
I get a call from BT to say that as its fibre I can switch my existing line, which I am ok with as they assure me that maximum likely outage is less than one day. They cancel the order and I am told replace it with an order not requiring a new line. BT Engineer install a new faceplate modem etc and all works well until 2 weeks later internet stops. Phone still works so it isn't the guys digging up the drains outside.
I suspect that billing has cut me off but I cannot sort out billing as my BT account will not accept the account number that I was sent by letter.
I call BT and am told that no order was placed and my phone is still with competitor. I explain the above but since it is not on their script they can do nothing and offer an new install in 5 weeks time. 5 weeks with no internet!
Subsequent calls reduce this to 2.5 weeks but it is still a huge pain. They insist that they can do nothing without an engineer visit. The BT kit was working so I am sure it is just billing cutting off the service in software
Certainly the old kit with old username/password doesn't work either.
Anyone had a similar experience, or have any idea if there is a department in BT that could help sort this a bit quicker?