I've sent a complaint to AOL for the tripe they churned out on the phone yesterday, about BT being responsible for the upload speed and AOL being responsible for download. Makes me wonder how someone could make it into public-facing tech support with that level of knowledge!
Seeing as the thread has resurfaced, did you ever get any sense back?
Can you give us a link to what samknows says about the exchange, there could be a clue there to what you are actually on.
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