OK, can I stop some of the inaccuracies on this thread please?
PAYG standard service is off-shore in Mumbai
PAYG High Value is in the UK (Dealt with by Orange Premier)
PAYM Helpdesk and Billing are shared between UK and India (Up until last month General H/desk was in India, and Billing in UK but they have merged the queues)
PAYM Handset Faults (or Handset Support as it is now called) is UK based.
PAYM Premier is UK based (and 24/7)
CMTS (156 basically) is based in the UK.
Being a Premier agent, I get swapped to other call queues at short notice to satisfy customer demand (as we are trained in all areas above) - we also take Dealer Helpdesk Calls.
Unless you are a Premier customer, or a regular customer with a handset issue or data issue, there is now no guarantee you'll get UK service, I'm afraid.
Being a Premier customer you'll get 97% of things done by the same operator. If you are not Premier, and you select, say, Handset Faults and you have a billing query, you'll be transferred to the other department as they won't be trained to take the call.