[Sephiroth]

The General has it absolutely right. You should have been/be eligible for a free upgrade to the current lowest tier (it was 30 meg now 50 meg). When you've got this sorted out after calling Customer Services (put the phone down on India and try again till you get a UK agent, you will receive a gateway modem/router. This will provide 8 downstream and 2 upstream channels.

Now the potentially awkward bit. Your upstream modulates at 2 bits per symbol (QPSK) whereas the current modulation is 4 bits per symbol - 16QAM (and now being further augmented by infrastructure improvements to 6 bits per symbol - 64QAM).

The QPSK modulation may be due to the legacy nature of your upstream as connected at the VM end or it may be a noisy upstream circuit which can seriously reduce downstream speeds, So the install technician when you upgrade needs to ensure that you are not left on QPSK upstream modulation.

Let us know if you need further guidance here and how you get on with VM.