That makes me think that they are testing the wrong MAC address (kind of like the modems ID). They might somehow have a different modem on your account than the one you're using. They actually have to put the MAC address on your accound twice - once in the billing system and once in a provisioning system which tells the modem what speed it should be getting. Not sure how many CSRs actually know how to verify all this. Easiest fix would be to swap it at the local office, that way once it's swapped it should get straightened out by itself. Plus I don't know for sure if the older Ambit modems are 10meg compatible. They've been around for a while...
