The likelihood is that the storm damaged some of Openreach's cables, as quite possibly the power cables as well. They might have even been on the same poles, as there is some shared infrastructure. There may have been delays to Openreach fixing their infrastructure due to access, resources or it being more complicated than first thought. Plusnet would be just passing on the info that Openreach is giving them. If you go through the bot again (or give them a call) you'll likely get the latest estimate from Openreach.
It is also possible that your line is affected by more than one fault. Maybe lines down which also affected the power cables, but also your line damaged much closer to your property (affecting a much smaller number of people, or even just yourself), or an underground connection flooded or such like.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
