I agree with you Rob.
I was supposed to have my line connected on 4th September I waited for 5 and a half hours for an engineer and no one came!
When I phoned I got put through to an uninformed incompetent and unfriendly person who I could tell was just making up excuses based on no facts whatsoever, as is often the case with the staff at the Indian call centre. I was even told the reason I couldn't connect to BTWiFi was because my line would be connected soon! Utter gibbering rubbish!
I was told that someone will phone me today to give me an update, I certainly won't hold my breath.
BT are the most incompetent company I have ever had the misery to suffer, full of incompetent staff who have no idea what they are doing and without any proper inter-department cohesion.
I will never use them again!