Shaping on 16/3 internet

Much like I've seen other posts, I am getting the same shaping on my 16/3 internet. It has been happening since probably June or July now. DiffProbe shows the same shaping I've seen on other posts regarding 16/3 and traffing shaping.

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DiffProbe release. January 2012. Build 1008.
Shaper Detection Module.

Connected to server 74.63.50.40.

Estimating capacity:
Upstream: 3707 Kbps.
Downstream: 20290 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: Burst size: 9432-9525 KB;
Shaping rate: 1306 Kbps.

Downstream: Burst size: 18380-18982 KB;
Shaping rate: 6384 Kbps.

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I haven't had time to call support yet and wait on the line for a staff member because I'm generally incredibly busy. I'm sure that this issue doesn't require a visit from a technician -- is there a way to contact support and have them take care of this, or have them contact me -- without me needing to find a time when I'm actually not busy enough to wait on hold?

Thanks,

Andrew