If they were happy on 37/9, why did they swap over to 72/20. What was the surplus SNRM before you swapped and what did the line checkers anticipate the speed at?
Curious how much did swapping over to SoGEA? Its the older generation that seem to be more reluctant to lose the landline... arent always aware that the SoGEA product is available.
As you say, its a good job you were able to spot that they weren't syncing at 80/20, but in turn that makes me wonder why they upgraded to something that they wouldnt notice the difference on.