Cut to this morning. No internet. So much for a 100% guarantee! Why anyone would say that to a customer over the phone is beyond me. The calls are recorded. Why promise something that you obviously can't keep? We phoned up EE, who re-directed us to BT. My fiancee talked to BT himself this time and guess what? There was no record of anything regarding our problem. BT redirected us to EE again. Luckily for us, we got a rep who knew what she was doing and put customers first. She pulled up our account and found out that there was some information missing for our router. She gave us a website that could be accessed offline, which came up with all the info on our router. There were some blank boxes that needed to be filled in, like a password and some codes. And voila, we had internet. She was so helpful, we asked for her name so that we could give credit to her. I'm pretty sure we made her day. She made ours too.
So after shocking bad service, we ended up with good service and have finally got the internet :)