A few months ago BT made some encouraging noises about improved customer service. I meant to keep a reference but forgot, so if anyone else can put their finger on it I'd be grateful.
Anyway, two things stick in my mind - a promise to kick Openreach's butt and another to ensure that customers with particularly intractable problems would get a dedicated troubleshooter to see their issue through to resolution. Neither of these promises seem to have come to life thus far.
The moderators of this forum have for a few years been very good in the troubleshooting role, but that's not the same as getting an automatic service as the need arises. If your problem persists report back here though, as you say, BT Retail don't generally have much influence over Openreach.