sorry to hear of you problems but glad you got it sorted,i myself am having the exact same probs as you and engineer never turned up either for me,i.e no call nothing,its a shame they do this as upto now BT have been great with me
You have to get you IP Profile rest only an Openreach engineer can do it, also when they come ask them if there are any errors on the line,i've had some lie and say there are no errors so that's not a given, if problems persist after the visit call them back out. The best thing i have ever done is not going direct debit with BT as they haven't had a penny from me apart from the £6 for the **bleep** router delivery and the phone bill but nothing for the Infinity2 broadband until my problem was sorted one more day to test it if all is ok tomorrow they can get paid.
If you're still having problems with your connection/speed please feel free to email us via the contact form in my profile. It looks like the helpdesk has taken you through all the usual checks so there's no point us going over them again, but feel free to post a few speedtest results just for a record of what speed you're seeing on your end.
So after many weeks of BT service I can officially say they suck. Not one consistant day have I had with this so called service. It baffles me what im even paying for. Requested an engineer visit last week as every time it rains my speed drops off and then disconnects leading me to suspect that its a hardware fault on the line. So I call an engineer who is supposed to have fixed the problem outside the premises. Because he doesnt show up (as he is working outside my property) I can only summize that he has rectified the problem as the fault is now closed (I dont think it even was fixed). So now my speeds have dropped to half there speed again so im going through the hoopla again of contatcing BT "customer support" in india an explaining to the morons there that if they sent out an engineer he could fix the fualt far quicker than it would take to diagnose it. I really dont think these people listen. I cant wait until I have other fibre otions down here beacuse as soon as i do I will be leaving BT and encouraging others to do likewise.
from my experience only, VM customer service is light years ahead of BT. BT, and i switched recently due to circumstances beyond my control, is a joke, and not a funny one. If they were operating subject to normal market forces they'd be out of business in no time. They are not, so no incentive to improve service.
Virgin Media are just as bad. Check ou thte VM forums. ThinkBroadband user ratings seem to bear this out; Virgin Media consistently comes just below BT for customer service.
I usually include AOL (for benchmark badness), Zen (for benchmark goodness) and BE (for nostalgia, and as they seem best of the not too expensive providers)