The reality is that BT Retail, like most other providers, are totally reliant on Openreach to fulfil orders, BT Retail are not given any preference.
In some areas, local line plant records are often inaccurate, some of this is down to those who work on the network, failing to upate the records whenever they make changes as a result of a fault. Its only a small minority, but it caused lots of problems.
This presents difficulties when new service is requested.
Openreach is in the process of recruiting more technicians to cover the gap left by people retiring. I think these new people are going to find it very hard work