I’ve heard previous complaints about Orange broadband customer service, so it’s not a great surprise that there’s been no response for further information, except for a statement on their website saying that engineers are working on the issues. Quite how you’re supposed to access their website if you’re an Orange BB user is another matter.
Orange broadband was previously Wanadoo, which itself took over the Freeserve brand owned by Dixons. For the industry as a whole, this can’t be doing its reputation much good. High prices, poor service and false claims are all things consumers could do without.