Can you post a screenshot of the results from
https://www.broadbandchecker.btwholesale.com/ - but with the phone number or address blanked out?
Preferably use the phone number as the key. If this doesn't work (e.g. if existing provider is LLU like Talktalk) then use the Address Checker option.
If it says "wait list" then fibre is available but the cabinet is full, which would explain the pending upgrade.