Not that it really matters in the end, as it's still too darn slow, but just for reference, 0.275Mbps, or 275Kbps, is roughly seven times the average speed of dialup of 0.040Mbps, or 40Kbps.
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The reps on this site are on during business hours M-F -- they can check this for you and see what's going on. If you upgraded your subscription (for example, from Gen 4 to Gen 5), that triggers a new 2-year contract. Have you tried calling the 24/7 toll-free number? Might be worth a try.
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