Welcome to this user forum.
Do you have a current order with BT Retail?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Thanks no one seams to understanding what's going on. Open to any suggestions.
One of the moderators would be in a better position to answer this, as they can look into the detail.
I'm sorry to hear about the problems you have had in getting service set up at your new address. I'll be able to take a look at what is happening with your order.
Please can you send me in your details using the "Contact The Mods" link found in my profile?
I take it your 'new build' is a one off , like a barn conversion or similar, rather than a property built by a big 'developer'
There is a universal service obligation (USO) that means anyone who asks for service can have it , but not at any cost, there is a financial limit, after which you are expected to make up the shortfall, Openreach add up the true cost of provision, and subtract their contribution (used to be about £3000) and you have to pay the difference, so obviously if you do some work yourself ( like installing a underground cable for your property to the curtilege of your property) the costs are less, but sometimes even with a £3000 contribution, excess construction costs can still be in thousands of ££'s, have you been given a bespoke estimate for service ?, these days I understand you have to pay something upfront , £300 I think, as many get an estimate but then don't proceed, producing the bespoke estimate does cost OR money, so the deposit is a show of good faith and is subtracted from the final cost
if your order was accepted in error by a provider ( because they thought your property could be served from existing line plant) then that's not OR's fault, so they can get that incorrect order type cancelled and ask the provider (TT, Plusnet or whoever) to follow the correct process for addresses like yours, not all providers are good at doing this type of non standard ordering.
To proceed I would suspect you will have to ensure your order doesn't go through the standard ordering process, but your chosen provider needs to use the process for getting a planner / surveyor to produce a bespoke estimate, you should know they have raised the correct type of order if they ask for a (non returnable) deposit of £300 ish
Have you got a proper Royal Mail registered address ?, if you try using a nearby address ( or the address of the building your property has been built in the grounds of if that's your situation) then the order will end up being cancelled..
although it may well be a 'new build' unless the builder of the property approached OR early on, with plans etc, then the new build term is probably not helpful , as it normally applys to developments of many houses , you may be better using the term non served premises,