As they've raised a call with Openreach at least they should be able to get a timeline for install.
I didn't think they would be either. The fact that the postcode wasn't in the database meant the OP couldn't even get further info.
I suspect it is the developer at fault for not informing Openreach of completed plots being ready for the ID team. They normally do them in batches on large builds.
Try ringing 0800 432 0137, keep pressing 1 at every stage when prompted, someone helpful answered, had Same issue on new build site, no postcode acknowledged, but lady on phone said she would investigate further, as probably not gone live yet so can't go any further, but got a txt next day saying it was being investigated, and got back to me when going live and to arrange a visit from a engineer approx 5-10 days when arranged good luck.
this thread is nearly 4 years old so safe to assume solved
just wish mods would close these old posts save getting resurrected