... is it something the BTO engineer brings and uses if needed ?
Yes. So long as it did indeed get onto the order from Plusnet to Openreach.
There was a case recently where this had not been done
I suggest you PM someone like orbrey here and ask him to check out your order. He'll need your Plusnet username.
First-line, that you are talking to, almost certainly aren't high enough up the chain to sort it out.
My broadband basic info/help site - www.robertos.me.uk
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Connection - Plusnet
UnLim Fibre (FTTC). Sync ~ 54.2/15.2Mbps @ 600m. - BQM
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- Jean-Antoine Petit-Senn.
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