Thanks for posting and welcome to the forum I'm really sorry to hear of the problems that you have had with your order.
Your best bet would be to contact our order team and allow them the chance to put things right. I will drop you a private message now which will include the link to our order team whereby you can online chat with them. This order team is based in the UK and will own your complaint until everything is sorted out.
Should you have any further problems after speaking with this team please let us know.
That text was probably generated automatically, so I would not be too concerned.
The estimated date of 23rd September could still be valid.
You can always contact the order team again and see when Openreach will be able to provide your service.
New build can prove problematic for Openreach, as they depend quite a bit on the co-operation of the builder.
Its not unknown for cable ducts to get accidentally damaged or blocked with concrete.
This means that considerable extra work need to be done to clear these ducts, before the cables can be run.
Sometimes just a single, or group of houses can be affected by this problem. Not all of those people may have placed an order with BT Retail, as Openreach provide the infrastructure for most Service Providers. BT Retail does not get any priority.
The ombudsman does not deal with individual complaints.