We have put together a short survey to capture your feedback in terms of what BT can do when you experience home Wi-Fi issues. We would appreciate it if you could take a couple of minutes to complete a short survey. Read more from here, Fix my home Wi-Fi
Have you tried plugging in the HH5, to see if it works?
The online tracking is not always up to date.
Unless you have ordered Infinity 2, then a home visit is not needed, as its self install.
It Openreach that do the work, so the BT helpline would be a waste of time.