LOL.. personally I found 3 generally are always slow that is given since they are pretty small carrier compared to O2, Vodaphone and EE. Also the two people I spoke to O2 didn't know either actually one was pretty rude lol. Then again two people don't sum up an entire company, I have been with O2 for a few years now and have only had like 4 CRs like that guy pick up the phone. I only wanted to stop the auto renew on my sim only contract...then again come to think of it I asked him if when they are expecting to get the 1020 in stock, put me on hold for a few mins and his tone of voice changed through out the conversation from slightly irate to extremely irate which was befuddling to say the least.
OEM should at least push the update out to unlocked devices at least...