There have been service status messages over the past 6-8 months about Openreach MBORC (Matters Beyond Our Reasonable Control) mainly starting from the time when there were some floods.
One of my clients in Chester has recently ordered a simple phone line, for a business, and the earliest date given for Openreach to attend was a month later. Unfortunately, it really is
outside the control of most any ISP what Openreach does, or rather does not
do for them, and not sure what can be done to get a better service from them, to be frank.
Before my client placed their order for the phone line (with a firm other than BT), I had rung around for various quotes for a line, with and without ADSL. Plus.Net business sales guy indicated a lead time of 3-4 weeks for a line (which would have been broadband and phone service, as they don't offer phone service alone) and I spoke the next day to another firm to just get a date for voice service, in case it was the addition of broadband that caused the delay. It was simply the (non) availability of staff and is quite deplorable.
Unfortunately, it's far from ideal for the ISP staff, who are let down by delays and cancellations, and have to talk to the end user, not knowing whether anything they say (based on what Openreach has told them) will actually
come true or whether the staff at the ISP will be made to look like liars because someone in Openreach didn't do what they said they would, got delayed by an earlier job, or was otherwise affected by matters beyond their control.
Don't get me wrong - I feel for you and can understand the frustration, but can think of no way around it, and equally I feel for Plus.Net staff, left with egg on their face when they cannot alter what happens, either.
If you run a business, have a second ISP and backup web hosting...