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the problem is that those that are saying no are following the procedure that has been told to them as these upgrades are supposed to be automatic and is not the csr's fault
but i agree all in all a bad customer service experience  as some are then allowing you to do this bit of a CSR lottery
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Its a bit petty I suppose to moan if these upgrades do go through automatically in the next few days, but if it takes a few months like last time for us STB owners then basically they are charging us more for less and actively refusing to upgrade some people seemingly randomly, once again its NTL's customer service creating a problem, NTL's own website says for us STB owners to ring to be upgraded to 3mb, but when we call some people are upgraded and some are not despite it being advertised as available...