I believe this has been resolved, in a sense and we discussed this via ticket raised.
The order was placed as a migration for you as requested. As these are manually done with TTB due to issues on some orders but instead they placed as a new line - despite clear written instruction for a migration.
A commit date was provided as it would be normally which we advised by email as would happen with correct
orders. We were only aware the engineer had attended on contact from yourself to which we then went to investigate what had happened.
It turns out the engineer that went out used the pair for the other line without any authority to do so for a new line when he should have actually installed a second socket based on the order he had - thus leaving the original line active. We attempted to get this reversed but it was not accepted because the other line was not ours despite it being altered by the engineer that was linked to our (incorrect) order.
We offered to get that incorrect new line cancelled and then the migration rebooked as normal meaning you'd need to stay on the old service until that time but we also offered a free VoIP service for a year and free porting of the old number whilst keeping the "new" line - in the end you decided to stay as is due to some issues with the old provider and your work was able to also do the VoIP port for free so would be doing that.
The speed issue was due to profiling set high on TTB circuits by default which was altered with a profile change.
We already have raised the complaint about the engineer not completing the job correctly as well as one to TTB for incorrectly ordering what should have been a migration.
We're very sorry this happened but if you do have any outstanding issues, do let us know on the ticket that is currently with yourself.