My son is in currently in a very similar situation to "bbnovice", was very actively persued by BT, his ISP, to upgrade to FTTP from his current 80/20 VDSL-2 FTTC service, after some negotiation on terms he decided to do so and the install was scheduled for 2 weeks later.
The new modem/router arrived from BT on schedule but OR did not show on the scheduled date, no communication/reason received for the no show, when queried, BT provided a new install date just over 2 weeks later.
On new promised install date, two KN Circet tech's arrived on schedule claiming that they should be able to run the new fibre/copper through the existing duct directly from the chamber in next door neighbours garden to the existing hall socket.
Unfortunately, only got a few meters from the chamber and experienced a duct blockage, ironically this was at an area which had just been disturbed and re-tarmac'ed only the day before for a gas installation to next door neighbour !
So, stalemate now for over a month, best my son can get from BT is they are working on a solution.
The situation is probably being complicated by the fact that the likely duct damage area where the cable duct and the new gas pipe cross is in the neighbours drive and this is a rental property which is currently vacant and being refurbished for re-letting.
Having said that, BT/OR have not to date requested any permission to dig in either property.
@bbnovice:
Can you possibly advise the method you deployed to instigated the complaint to BT ?