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telewest broadband upgrading

having been with telewest cable broadband for 2 plus years using 4mg's and was getting speeds of averaging 3.70, i wanted to upgrade to 20 mgs but am having problems and cannot get the speed, the average download speed i can get according to various speed test programs i tried is around 4.6 mgs, i did call telewest and was told i needed earthnet connection which i went and had installed, it did not improve my speed so i called again this time they check my computer and found nothing wrong with my system, can someone advise me what is there anything i can do to get the speed i am paying for, telewest did say sometimes things like this happen, i am going to call them in the next day or two to go back to the 4 mgs i was getting

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