Hi PPAli
Sorry for the late reply and sorry to hear you are having these issues with the new install, I know that this will be a massively inconvenient issue for you just now, especially in the run up to the holidays! Unfortunately what BTLB are advising is correct, they need to await that request response from Openreach. They should also be raising a complaint for you in regards to the issue, if they have not already - as clearly this will be having a very negative impact on your and your businesss.
Sorry I couldn't offer up a quicker solution for this one, but I do hope that BTLB can get this sorted for you ASAP!
Regards
Ryan