ok, update for you.
Looking at the modem config, nothing had changed so I thought I'd better call them and check up.
Spoke to one lad who didn't seem very sure of himself, so I got put through to "tech support" - in India
First he accused me of lying when I said I'd requested an upgrade! Nice CS skills, he'll go far!
Next he gave me wrong details and couldn't tell me what the MAC address of the cm was, I told him.
Following his instructions, we went through the online upgrade (why?!) where it kept failing with an error (because the password he supplied was wrong, and I read it back twice!!!!!) and eventually he said, his best CS hat on:
"I can't help you anymore, you'll have to do it yourself!"
Eh?!
So, off to pick the rugrats up, get home, on the phone again but a bit of a wait this time, then through to Mike in Swansea.
Fantastic, did it all there and then and went through all the old account stuff, he's calling me next week which saves a truckload of grief re the legal stuff.
So it's really a 2 bad, 1 good scenario for me - the initial call on Saturday - talked the talk but didn't walk it, the first call today which had me boiling and then Mike saved the day with a courteous and professional manner that was extremely efficient to boot.
Only wish I had a direct number for the lad!!!
Now I just wish I could get TVDrive here and I'd sign up for TV again, as long as Mike dealt with it!!!
All this praise sounds a bit gay, but it's not often a cs/ts rep impresses me!
hapless