Poor speed on my mum's line

[#1]

My mum broadband had upgraded to ADSL2+ but it appear that her line is stuck on up to 7Meg and couldn't get pass 10Meg as the BT IP Profile stated. I had try her router to the BT test socket and the router ethernet straight to her pc as her network card is support 10/100/1000. My line is also on ADSL2+ but I getting the right speed of 13577K out of BT IP Profile rate of 14000K but I don't know why isn't my mother speed won't go pass 7Meg mark! She only had 1 BT Masket Socket in the hallway (it designed with BT logo mark on it) and no bt extension at all.
She had upgraded to ADSL2+ three weeks ago. Her 7 Meg speed was the same as before on ADSL (she always get 6900K and now on ADSL2+ gained no difference (only an extra 19K on it)

[#2]

Hi goldenadsl,
I'm happy to look into this for you. Do you have a ticket ID? otherwise feel free to PM me with your mum's username.
Adam.

[#3]

PM sent

[#4]

Hi again, my mum speed is now correct after replaced new ADSL filter as it appear her old ADSL filter is faulty. I had ran 3 tests in plusnet speedtest (it appear her speed is now closer to 10000K  IP Profile rate) as I cannot ran other BT SpeedTester as it only let me do once every hour.
Thanks again.

[#5]

No problem, I'd always advise checking those things first if you can.

[#6]

Sorry about this, in a hasty deletion of a PM backlog I deleted your message, can you re-send it please?

[#7]

It doesn't matter now as my mum line is all fine so far, still getting 9.7Mb out of 10000K profile rate due to ADSL filter replaced.