Thanks for your patience Harry, I've taken a good look at what has happened and can see exactly where things began to fall out of place.
When your account was signed up our systems placed a Solus phone installation order(the Fibre order was due to be placed once the phone was installed), the phone order was left in place to progress as it should, however at the same time our systems also created a ticket on your account for us to manually provision the line.
A few days after you signed up an agent picked up that ticket and placed the order without checking the rest of the account for the previous order, they placed this order as a Solus phone order again(this was not matched to a broadband order as we could not confirm a connection date at that time as there were no spare "pairs" or connections at the local exchange at the time the order was placed)
This order was however not added to our internal trackers so we did not receive notifications from it.
The first line order placed automatically went through until this matter was noticed and was then cancelled, however our system tried to place the Fibre order on this line(as the trackers were not updated as above), this was "cancelled" or more accurately failed with our suppliers as it was trying to place a Fibre order on a line that had been cancelled.
The Fibre order was placed 4 days after the phone was activated, given the holidays this meant it was 2 days delayed from when it would have been processed by BT Wholesale
As things stand we unfortunately are not able to bring the connection date forward as this is the earliest standard appointment available and as the error was on our side we cannot get Openreach to expedite completion, I have however messaged you from your account with an offer for the delays you have experienced due to this, I will also pass on any internal feedback that needs to be done
