I called Orange (0844 873 8586, option 1 then option 5, the option 4 and finally option 1) and spoke to a woman called "Gauri" who is situated in India. - told me to call back on the same number to talk to someone in the uk. I did so and got through to India again.

I explained to the situation to the Indian person who answered and he hung up on me.

I called for a third time and got through to India again and spoke to a third person who both refused to give me his name and told me that I was not the account holder. I was not amused. I asked to speak to the team leader and he hung up the phone.

I called customer service and asked for the address for the complaints department.

Orange Customer Care
Orange UK PLC
PO Box 486
Rotherham
S63 5ZE

I asked about cancelling the account and was told that I have a contract, I advised the person in customer service that a contract is a two way street and if Orange continue to break the contract then I will not pay a penny.

I was told that Technical Support were the only people who could give me answers.

I called Technical support and "Suneet" who did a lot of checking of details and wanted to know how I knew what the speed was, I explained about the LiveBox information page (open web browser go to http://192.168.1.1 and enter the username and password, unimaginatively admin and admin and click on the "System Information" link) as I have to every time I call "Technical Support". "Suneet" told me that my line is capable of 2.5 Mbit/s and that something was wrong. I was also told that it would be a good idea if I reset the Orange LiveBox by:

1. Unpluging the power from the LiveBox.
2. Hold down the "1" button.
3. While power up the LiveBox while holding the "1" button.
4. Wait for three lights to illuminate.
5. Release the "1" button.
6. Accessing the LiveBox Diagnostic page.
7. Entering my username and password.

After doing this to call technical support again, I asked if they could phone me since I have been treated appallingly and was told that this is not possible.

I did all of the above and

Time of checking: 18:24
Attainable download rate (kbps): 1376
Downstream Rate (kbps): 1216
Upstream Rate (kbps): 448
Home phone line: Online
VOIP line: Online

I called tech support again and spoke to "Dhiraj" and was asked if I was running a firewall or anti virus as they can slow down the connection, I explained again about the "System Information" page on the LiveBox and what I had done and was told, again, that my line is capable of 2.5 Mbit/s and that something was wrong. This time I was told that a fault had been raised (Fault number: 765655, 1 more than the last one I suppose..) and that I would have the results emailed to me.

I await the email.