If you ordered a service for an address you hadn’t moved into at the time of the ‘activation’ then how do you know the service has actually been provided ?, normally ( AFAIK ) ordering service that probably doesn’t need an engineer visit , the work done outside of the property, you get a message along the lines of ‘ your line has now been provided, if it’s not working contact us and let us know ‘, that opportunity has passed so all you can now do is report a fault,
You should do some checks ( to remove the possibility of charges ) ...locate the master phone socket , expose the test port and plug a known working phone in, check for dialtone , dial 17070 ( if there is dialtone ) and confirm if your number is read out, it’s not unheard of for property’s to have more than one socket , and the new occupant plugs into the ‘wrong’ socket, that wouldn’t be your providers problem and would be a chargeable event if you requested Openreach to come out, so it is worth doing the required checks, but if you do the checks and the problem is external to the property, you will need your provider (BT given that you are posting here ) to get OR to visit.
