Just called 0800 052 2000 and it got answered within seconds! Spoke to a very nice CS rep who said 'bear with me a moment I'll see what I can do". 30 seconds later I was told that the supervisor said they weren't doing the process manually as it might mess up billing. I referred her to this thread and after another short wait I was upgraded.
Now getting 1.93Mbps - 247.5KBps
Very impressed.
