Thanks for posting and my apologies for the delayed reply.
I've managed to locate an account for you under the forum details provided. When you say you placed a new order, did you mean you've placed a new order for all three services for the same address which would take the place of the existing account? If so, this will be why it's not happened. As you'll need to give disconnection notice on the current account which is 30 days, then leave it three months before re-joining as a new customer.
If the above is completely wrong or you've done something else, please let me know and I'll be more than happy to assist further.
Ordered online an upgrade to 200Mb service, and requested an engineer installation, but on day before the date we were told the visit was due we'd heard nothing, so called and were told neither order not appointment existed.