afaik that is VMs new policy. I had the same problem when I upgraded to 100mbit last month and when I complained a dude in the CEOs office told me that I should have been upgraded over the phone and an engineer booked only if I was having problems. Apparently it is a new policy which hadn't been fully briefed to everyone yet.
(sorry about the double post, I forgot about the previous one. It is nice to say it again though just to prove a point
)