Orange - problems in the last week.

Guys_Dad

I live in an area where Internet provision is limited by the speed of the BT exchange. Checking with BT web site, they say that up to 2mb is possible from my exchange and, until earlier this week or so, that is what I got (1.5 - 1.6 mb).

On Thursday, my internet wasn't working and I rang Orange. Got off-shore customer services and, during call switched off router and back on (although all the correct lights were working) and the service came back on. But I noticed it seemed faster and while cs rep was on I did a speed test and discovered that I had 3.6mb.

I knew that Orange were installing faster cable into the exchange for their customers - neighbours are still stuck on 2mb - so I was very happy.

However, yesterday morning and this morning, there was no service and the on-line light was missing from the router. Switch off - wait 10 secs - switch on and the service was fine.

My questions are

1. Has this happened to anyone else and was the overnight disconnection a temporary or permanent feature?

2. How can I get Orange to confirm whether or not my connection was upgraded 3 days ago and what line speed they are now able to offer?

The trouble with overseas call centres is that they don't answer the question you ask and seem to give you the answer that they think you want to hear. Don't get me wrong, some of their genuine technicians are very good at solving your problems, but they insist on going through their script from A to Z, despite the fact that your problems lie around the M-N-O area!

The other fly in the ointment is that I have poor Orange mobile reception in my house and I have a UMA enabled mobile phone that uses the internet to boost the signal, so if I lose my connection, I lose my mobile as well, so I need to get this sorted.

Any experience of the problems I have would be welcome.