In reply to a post by UKDoc:

I will escalate this and have someone call you back

Thanks Gavin! Today I received a call from Orange Customer care who apologised and referred me to Level 3 executive technical support - they were very helpful and immediately recognised that I needed a engineer to visit - scheduled for tomorrow!

Thanks again Gavin for your help

Also what does http://speedtester.bt.com/ report for your line?

Download speedachieved during the test was - 74 Kbps
For your connection, the acceptable range of speeds is 50 Kbps-500 Kbps.
Additional Information:
Your DSL Connection Rate :1.66 Mbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 350 Kbps

You really need to keep an eye on the real connection speed reported by the router

This is how it downstream rate has fluctuated over the past 24 hours...
3776 kbps
2176
2240
2464
1664

In reply to a post by drkash:

IP Profile for your line is - 350 Kbps

That's the cause of your low speedtests and no amount of home visits will change it.

In reply to a post by XRaySpeX:

In reply to a post by drkash:

IP Profile for your line is - 350 Kbps

That's the cause of your low speedtests and no amount of home visits will change it.

So what will change it?

Several days of consistently higher sync rates.

An old page but still relevant. Look towards the end.

http://www.dslzoneuk.net/adslmax_explained.php