How can i get back ?

I had total breakdown of my internet connections after having a so called `health check`- i am on bt broadband.and phoned support which is based in India - they could not do anything for me.Phoned at least 4 times for bt support in Nottingham. None of them could do anything for me. Next day i phoned bt support in Nottingham again (in desperation)and the chappie there all he did was disconnect my router and then connected it again. Brilliant and am keeping my fingers crossed!!! But why could the others not do it??? I was told to buy a new tower!!! do a complete restore etc etc . BUT I have had to sign in again to Answers and find i have 101 points level 1 whereas before i had 600+points and was level 2 with various best answers and some star ratings and some special contacts. Suggestions please to get back to my old profile