If that's a new build property then it's quite possible that the developer has pre-built a circuit from a non-Openreach ISP, which then effectively blocks Sky and similar providers.
* * * * * * *
Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi) BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
