Thanks, really kind of you to help. I'm sorry if I misled you, the UPS feature is working it is returning a rate but it's not the rates fixed for the account associated with the details we're using on the shipping section of the settings tab in the store, just a general rate which is very expensive. I did some tests, shipping from the store in England to Vienna Austria for 5Kg should be about £18 GBP but it comes in at £87.04 which is the basic rate, the discount associated with the account is 75% but this isn't coming up.
To be honest I thought this was a UPS problem but when I mailed them I got the reply I listed above.
I was sure I had the right details but it doesn't seem to be getting a live quote for the correct account. Does that clarify? Happy to organize FTP no problem if you need it.