finally got the upgrade today after spending another 1 1/2 hours on the phone to 3 different people.
Apparently the problem was that I was on something called NTL Freedom, a service I was told where a customer can use NTL on BT lines. It is also a dial up service. But there has been no BT service at my house since 1995. The motorola modem's MAC address was registered in March 2000 with NTL, so how I was on a dialup account, god knows
I was again constantly fobbed off with excuses again, like modem was incompatable with the NTL network and it was old technology and would not work. Also tried again to put me on the 1MB service.
Finally reregistered my MAC address, it rebooted and upgraded itself.
At least the final guy at customer services, by the name of Sam took the time to actually seek advice from Tech support and rung me back to advise me, unlike the ones from yesterday who did not keep their promises to call back.
Very close to cancelling my NTL service.
Told that i will keep my £5 discount through owning my own modem, will wait to see next months bill.
A total of 8 phone calls, just to get the free upgrade, totally unacceptable.
Thanks everyone for your comments, will now keep my fingers crossed.
