Although your second sentence is absolutely correct, it doesn't follow that BT Retail cannot get better responses from Openreach than TalkTalk do. They may simply have staff better trained in the use of the ISP-Openreach official communication channels.
Re your suggestion that the OP should hassle Openreach, I wouldn't have a clue how to do that given there are no official channels for end users to do that. Do you? Maybe email the Openreach CEO?
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