If they were to fix it so that you could have an above 33.6 connection, they would have to dig up their cables and replace them, which would be a hassle for them and for you, as your phone service would probably need to be temporarily interrupted. Create a new connection, make sure you specify your modem, call it whatever you want, then enter any phone number. On the connect screen, hit cancel instead of connect. Close Hyperterminal, saving the new connection you made. Start Hyperterminal again from the new connection you made.
Press cancel in the connect window.
Skip down to the numbered steps. On a Mac, just start ZTerm or some other terminal program. It should connect and then prompt you for your username. These numbers represent the line level and line noise, respectively. Type that command again and you might get different values.