Perhaps you can provide a little more information, is the property a new build ( brand new, you the first occupant ), or has the property ever had Openreach based service in the past ( not necessarily BT ) , is there anything unusual about the property , like it’s a flat in a converted house, or it in anyway has a non standard address, for example , it’s known by a name rather than a house number ‘rose cottage’ that type of thing , finally did you order service yourself using the ‘on line ‘ portal, or was the initial order via a phone call with a BT representative ?, in other words who entered the address into the system, and was the correct postal address ( as used by the council/Royal Mail etc ) used ?
If the address used was inaccurate then the lineplant allocated can be no use for the address, the Openreach engineer probably managed to self allocate suitable lineplant for the phone line themselves , getting the telephony part sorted, but if the original routing had you allocated a port in a ‘fibre’ cabinet that wasn’t part of the actual route used, then the engineer cannot simply self allocate a port in the correct fibre cabinet, that part needs a certain amount of circuit design and likely needs the original order amending or cancelling, and a new order issued to allocate a port in the ‘correct’ cabinet once the address ‘data’ and actual routing used is sorted out.
The main reason for the ‘wrong’ route allocated in the first place is incomplete , or inaccurate address information, and if you ordered yourself on line, or provided the wrong info to the sales agent, then things like this can happen, or it could be that the OR records were incorrect in some way, if that were the case it wouldn’t matter if it were BT , or Plusnet, Sky or anyone else you used , you would be having the same problem.
If the property had service from someone else ( like Sky or TT ) and you were simply migrating to BT , then the Sky or TT phone number probably wouldn’t be any help in identifying the property to BT.
On some ‘regular’ streets ( addresses ) , there can be a point where neighbours property’s are ‘fed’ from different cabinets , for example , No.’s 1-40 served from cabinet 1 and No.’s 41-80 from cabinet 2, but sometimes the houses on the boundary cause problems , so No.40 gets incorrectly allocated to cab 2 or No.41 gets incorrectly allocated to cab 1, this may be the case if there isn’t anything obviously unusual about your address , and although a ‘simple’ error , it’s not quick or easy to sort out
