Is your property definatly in a fibre to the premises/home development (FTTP/FTTH) ...if it is there should be kit fitted as shown in the photo already posted, or is it a property that is in a FTTC (fibre to the cab) area , so it's a copper cable that enters your house (if it's FTTP it's probably a blown fibre optic cable /tube), it's not clear what type of service your property has
if it's FTTP then calling the regular BT number probably won't help, you need to speak to the FTTP people, if the BT site stays you can get upto 300Mb it's FTTP , but the developer probably has to let OR known when they can fit the kit and blow a fibre from the node to the property, if it's a normal copper cable for FTTC then the developer is paid to do more work than they have done so far, FTTP should have this type of kit fitted,
Because you said you had a fibre line, the implication is that you were talking about fibre to the premises , you don't have a fibre line, you have a copper line that potentially can have fibre to the cabinet (so not realy a fibre line)
On a new developments, the usual process is the the developer is paid by OR to install OR ducts and jointboxes to each house, they also get paid to install a master socket in the property (they fit the duct capping and cover (the capping is missing on your photo, so this is a developer error)...OR then either using contractors or own labour put a copper cable in the duct, thru the capping /cover, into your house and terminate it on the socket the builder fitted on the wall, then when you order service all the OR engineer need to do is visit the green street cabinet to give service...now some engineers would do 'extra' work like putting the cable thru the wall and terminating the cable on the socket (even though someone was already paid to have this done) others would just walk away, sometimes though they don't send out an engineer to 'install' the line they assume the work that should have been done, was done (even if it wasn't done correctly) in these cases it's probably best to report the line as faulty/never worked, rather that chasing the installation teams, chase the faulty line teams
It looks like your developer has done half a job, The OR contractor did half a job (the black cable should be inside the house, not coiled in the duct cover) and if you ever got a visit from a BT installer they never went above and beyond the call of duty
Unfortunately changing provider to EE is no guarantee, as the same people do the work for BT, or EE or Sky, Talk Talk or anyone else
That doesn't sound right to me. I've spoken with Kevin. He'll be taking a look into this for you and he'll be in touch later today after he has spoken with Openreach. In regards to cancelling, if you want to then we can do it. You can discuss all of this with Kevin when he calls you later.