Had loads of agro this year with BT. In a nutshell, it's all down to Openreach. They do the groundwork for most service providers these days.
You just pay BT for the "service", and you as a customer cannot contact or speak to Openreach who will fit your kit.........
We are in a new house and after a year when the problem started (we had being paying line rental to BT for a year) BT stated they couldn't send us an Openreach engineer because they couldn't find our address on the drop down list, and they are not allowed to imput it manually!
They refused to type in the address that was on our electronic bill that was on the screen in front of him........ "It's not on the drop down list"..........
Unfortunately where we live it's BT or err BT, no plans here for fibre.