Openreach do the work for all providers except cable and at this time of the year, things get very busy as people try and get service by Christmas.
There is not much BT Retail can do about any delay.
I'm really sorry for the problems you are having with your order.
The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. 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.
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