*********** Sales and Technical Department

<p>On the 20th of June I app**** for a line speed upgrade from a 4Mbps ADSL line to a 10Mbps ADSL, this was not easy for your sales department to understand because apparently my area is "only capable of a 2Mbps ADSL line", even though at the time I was already using a 4Mbps ADSL line with no problems and full speed, eventually I got through to a sales consultant who understood the line is cappable of more than 2Mbps. After the sales consultant put the order through, I was told it would take 24-48 hours. Later that night for roughly an hour, the line speed was upgraded to 10Mbps, I tested the speed to find no problems and even took screenshots of the full speed. The line speed was then changed to what seems to be 6Mbps. After 48 hours of the speed not coming back to 10Mbps, I called the sales department to follow up on my order, and I was told the average waiting time is actually 3-5 days, I waited the days and when I followed up again, I was then told the usual waiting time is actually 5-7 days. I find it infuriating to sit on hold everytime your consulatants gives me a wrong waiting time, your site is no help either, according to the Track Order feature on your site, the status after 8 days is still: "Checking stock in our warehouse☺".</p> <p> </p> <p>Today when I called, 8 days after I ordered the upgrade, I am told again that the max line speed in my area is 2Mbps even though I am clearly recieving 3 times more than that. I am then told that the technician was at the exchange and declared the upgrade unfeasible because the maximum speed in my area is 2Mbps.</p> <p> </p> <p>I have tried explaining that the line is clearly capable of more than 2Mbps to no avail, I know the line is capable of atleast 9500Kbps which I have seen on my router, I have screenshots of my line performing at a 10Mbps line capability, why is it so hard for your departments to understand that your coverage map can be wrong? I know the upgrade is possible, it was done (or tested) merely 12 hours after I app**** for the upgrade, which I thought was impressive work, and then to only be disappointed again by the incompetency. Get your technicians to put my speed back to 10Mbps without looking at what your coverage map says. Simple.</p>