[Paul K]

The customer may have been advised that the line had to be put in place and then to call back for the BB to be put on, sometimes these things are not explained properly and the customer believes that the order will be put on automatically once the line is there.
Now the line is there it looks like the exchange has run out of capacity on the Sky equipment and the only capacity available is the rebranded BT Connect service. This happens, especially if customers try to order before they actually have a usable telephone line installed as they will be told their is capacity on the exchange when they first ring and then by the time they get their line installed the capacity is gone.