New line installation

[#1]

Hi,
I recently moved home and have stayed with Plusnet.
Currently there is a new line installation and fibre broadband installation pending at my new address.
Two things, there is an active BT line already installed at the property so why does a new line need to be installed? Wouldn't it be quicker to take over the old line?
Secondly, When speaking to plusnet on the phone the estimate for line installation is on the 17th and fibre at least 5 days later. That's quite some time away so I'm wondering if it would be possible to get a sooner appointment?
Thanks

[#2]

Posting here for this to hopefully be picked up by someone tomorrow.

[#3]

Spoke to customer support on the phone and they had to cancel the order made before the move and are going to start from scratch with a new order on Monday taking another 10 working days...

[#4]

Plusnet are meant to be ordering a line take over today on the currently active BT line as well as Unlimited Fibre Extra + Engineer appointment for hopefully the same day.
Would appreciate if someone on here could ensure it happens.
Thanks!

[#5]

Haven't received any kind of confirmation or new support ticket so I assume that no order has been placed...