Did you try here. https://www.bt.com/help/home/contactus/#/home/broadband
You need to keep checking yourself. BT will just ipdate as they get information from openreach who are responsible for repairing the line not BT RETAIL your ISP
The point that they are the same company get raised all the time openreach cannot give any preference to BT RETAIL as they must treat all ISPs the same and the other ISPs would be the first to report any preferential treatment to OFCOM
its up to you to check up on the progress of your reported fault
Openreach is a BT GROUP company but it operates totally independently of BT Retail your provider under rules laid down by OFCOM BT Retail do not get preferential treatment over any other service provider
this link explains the BT GROUP http://www.btplc.com/Thegroup/Ourcompany/Groupbusinesses/index.htm
Hi @Scottkr and welcome.
I'm sorry you're having problems with the connection. You've mentioned leaving previous providers due to poor service. Was that down to connection issues as well? If so that would point to network problems. Are you able to run a speed test? Are there any lights on the hub?