Then you need to make a formal written complaint by letter to their Complaints Dept. (see their Contact Us). Then they take notice.
I needed go that far a year ago when I lost speed in the LLU to WBC transition.
However now when I had frequent discons over the Bank Hols, I raised it with the normal phone support who immediately raised a fault. Within 2 days I was contacted by their Fault Mgt Team (usually good English speaking women
) who have fixed the issue, call me many times on progress and even unnecessarily commissioned 2 OR engs to test my line only to find it "passed with flying colours" & "never seen a better line"
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