Another update.....
They called me this evening (yay again!) and said that they had found the source of the problem. The telephone line was poor and I was in a shopping centre but I think they said that someone was using the line to download huge files (or something like that!). Told you I was a dumbo
Anyway they said they located the culprit and have disconnected their account and that now my service should be better.
I must say it was okay last night and its not too bad tonight - not perfect but definitely improved.
I will give it a few more days and track the speed and let them know how things are.
Just wanted to let you all know....
Cheers
Joan