your broadband service improvements

We sent you an email about some improvements we're making to your Orange broadband service which will mean you will receive the most stable connection possible. This will allow us to keep offering you the latest technology and give you the fastest speed your line can handle.

While we work on your line, your service will be unavailable for approximately 10 minutes, though in rare cases this could be up to 30 minutes. So that you barely notice, in most instances we will do this during off-peak hours (typically between midnight and 6am).

Throughout this time you won't be able to use your broadband or make calls.


what should I do?

1) If you or anyone in your household is working online, please remember to back up your data periodically.
2) If you can, make sure you have a mobile available as during this short outage you won't be able to make emergency calls from your home phone.

Other than that, you don't need to do anything as your Orange broadband services will restart automatically after we're finished working on your line.

If your broadband is not working working after the work has taken place, please try restarting your router by pressing the 'Restart' button on the side. A restart should in most cases fix the problem, but if your service is still not working please contact us on 0844 873 8586 or dial 150 from your Orange mobile*.

what happens once the work is complete?

In order to establish your optimal line speed, you may notice occasional re-synching activity within the first day after the maintenance work and some minor speed fluctuations for up to 10 days. This allows us to determine the best possible speed for your line.

To help us re-synch your broadband to its optimal speed as quickly as possible, we suggest you do the following:

1) Make sure that your modem or router is placed on a desk or table, not on the floor.
2) Keep all electrical devices at least five feet away from your router, especially:

  • halogen desk lamps with dimmers
  • any electrical dimmer switch
  • stereo or PC speakers
  • televisions, monitors, microwave ovens etc.
  • AC power cords running parallel to the telephone line
  • electronic insect electrocution devices (bug zappers)
  • low quality 900MHz cordless telephones
  • any other emitter of high frequency electromagnetic radiation

3) In very rare instances, faulty or poorly designed electrical equipment inside or close to your home can emit excessive radio interference. This could affect your broadband connection. To find out if you're affected consider:

  • does your connection disappear when electrical equipment is turned on or used and re-appear as soon as the equipment is turned off?
  • if your neighbours have broadband, ask them whether they are experiencing a similar pattern of connection failure to yours, as this could indicate that there is a source of interference nearby.
  • if you can identify the faulty equipment causing the interference, it may be possible to replace it or turn it off when you are online.
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If you follow the guidelines above, this work should result in you receiving the most stable connection possible. This enables us to offer you the latest technology to optimise your broadband experience.

If you require any assistance, please call our Customer Service team on 0844 873 8586 or dial 150 from your Orange mobile*.


* Calls from an Orange Home Phone are free. Calls from a BT landline or your second line (if you have one) cost 5.1p a minute. Calls from mobiles and other networks may vary. Calls may be monitored and recorded for training purposes.

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