Like many of you, I have been with Orange since they were Freeserve, most of that time, trouble-free. Recently, I began the well-commented-on routine of time-outs and slow speeds of less than 1 meg. I should get 4.5 but I've never had more than 3.5.
Not wanting to spend my money fixing my problem, I tried to reset, power-on etc etc check filters, disconnect Sky etc etc ad infinitum ok.
All this time, I'm having an e-mail exchange every other day, responding to their mails with a copy-pasted 'yes, I've done that already'. Process took about a week of infuriation. Then I get a mail asking me to call a number (yes THAT number) and they quote the key code to go through to speak to who I need to. I connected immediately and the call was shorter than I expected and Orange arranged for a line test. Call back in 24 hrs if no better. Second call, no better, yes, there's definitely a fault on the line which we'll fix. Call back in 24 hours if no better.
I'm speedtesting myself every coupla hours mind, and today I get up and Livebox has disconnected itself overnight, no surprise there. I reconnect, speedtest and suddenly bang, 3.5 meg. No timeouts so far today. Averaged 15 a day for the last week. OK, it's taken a week all told, but just 48 hours since I called them. It's not great to pay for your own customer service but I guess Orange are not alone in that. I trawled this site to look for answers and learned the following.
When I followed the path of least resistance, I got the problem fixed. I was courteous and polite throughout, but made it clear that I was relying on them to fix my problem and maybe because I'm from Gravesend I didn't have a problem with the accent Yes, the operators go through the manual, I expect them to, and they get paid to do that. This site contains much hearsay and not much help. But it is a great place to de-stress, knowing others share your feelings, ie. they feel as fed up, angry, frustrated, powerless (insert your own emotion here) as you do, as I did So, either spend some cash to speak right away and get on the right road, or e-mail your way through the early nonsense. Either way, as bad as it seems, you're going to have to call them at some point. So be nice. Good luck. Then post your good news on the site. There's so little evidence of a light at the end of the tunnel...
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Yes, the operators go through the manual, I expect them to, and they get paid to do that. This site contains much hearsay and not much help. But it is a great place to de-stress, knowing others share your feelings, ie. they feel as fed up, angry, frustrated, powerless (insert your own emotion here) as you do, as I did 
