In which case it definitely looks like a records issue. You can try using this form to get the records amended. If you get an automated reply, keep re-submitting the form until you get a human response. https://www.formwize.com/run/survey3.cfm?id=7214&embed
just an update following completion of the form on the weblink
BT Openreach have updated their records and i can now order infinity
many thanks for your invaluable help
Moved into house in Clark road Edinburgh in 1996. Exchange at the end of the road. Spent weeks of up heaval while fibre optic was installed after we moved in. Now 20 years later and numerous "registar interest" and telephone calls, nothing. Website keeps pushing me between openreach and bt. Don't use the chat option. They only give "crib sheet" answers and don't give you time to respond. I'm 53 and would like to talk to a person.
I've the same issued and so wanted to use the link to get my record amended too. The form doesn't seem to load. Any ideas?