It would appear you have not exactly had the best service from BT.
I have notified the moderators of the forum about your problem and very poor experiance from Customer Services. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. They are very busy at present so once you have replied to them by the link, it can take over 48 hours for them to re-contact you.
I'm sorry you've been experiencing issues with your new BT Infinity and Smart Hub. I'll be able to take a look at the details of your complaint. Please can you send me in your BT account details using the "Contact The Mods" link found in my profile?