Re: disgusting level of customer services - Broadband activation delayed three times now!!!
Its the bit from the fibre cabinet to your house which is probably missing. The fibre cabinets have tie pairs back to the normal cabinet, where your line should appear. One of those pairs out of the fibre cabinet need to be wired through. This needs an Openreach Field Technician to visit the normal cabinet, as they do not have access to the fibre cabinets.