At about the time you were writing that, my daughter called to say her BT phone line was dead. Later that evening I took a simple corded phone round and tested it in test socket; it was indeed dead.
When I got home I phoned 151 to report it. I spoke to no one; instead a cultured intelligible female voice led me thro' what was wrong. I reported that it could not make or receive calls and it had been tested at test socket. She tested the line for a few mins. and confirmed it was faulty. I arranged a divert msg to callers that line was faulty and to receive SMS on my line as to BT's progress.
By the time I rang off, the divert msg was in place and I could see a complete summary of the fault on the BT website with a fault located in "BT's Network".
Admittedly, fault wasn't fixed till this PM, but as it was OR doing the work, it would be same for all providers.
I challenge Orange to demonstrate that that they can log and investigate a phone fault in such a clear and simple manner w/out having to go through an unintelligible helpline that is unable to focus on the problem in hand.
1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 19 Meg WBC