Funny you should say that, my speed dropped to 512k for about an hour last night, so i rang CS, [i thought just my luck, saturday night] he did a check, i unplugged my router, reset everything, and he could see no reason why it wasnt the 3meg it should be. He could see i was on the list for upto10meg when available, and mentioned a LOT of work going on and around the network.
I thanked him and sure enough later on, it went back to normal.
Either way even if the guy you spoke to is totally fed up [and i'm sure lots are] of people asking about 10meg, its not his job to abuse you.
Thats what wives are for.
In the years i have been with NTL i have had puzzlement, astonishment, and sometimes language difficulties, but never had any rudeness.
Lets hope its a one off.