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Help Please...

I bought my HTC Hero on 3 pay monthly on Sunday and noticed I hardly ever get a 3G signal compared to my 3 PAYG old phone the Sony Ericsson Aino, so I questioned 3 online over this and they finally came to the conclusion I don't have the latest software and want to pick it up from my house and it'll be back in 3-5 days, however the agent closed the conversation before I gave her my security conformation. What can I do? I don't want to send my phone away.
Btw this is my first post and I just wanna say these forums are awesome.


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