Slow connection speeds

[#1]

Hello,
At the time of my order I was given an estimate speed of 17mbps. However, I am only receiving 1.4mbps.
I opened a ticket 6 days ago stating this and I am still waiting for a response. I spoke to someone using your online chat service regrading the unanswered ticket and slow speed. He stated there was a fault in your system and the maximum speed I can receive is 8.5mbps. He then guaranteed resetting the line would achieve the 8.5mbps. However, the speed is still the same (1.4mbps). I therefore spoke to someone else on your chat service explaining what has happened and he 'escalated the ticket further' and told me I would receive a response by the next morning. Two days later and I still have no response.
What is going on?

[#2]

I can see that my colleagues in the faults team have responded to your ticket and there's an engineer booked to look in to the issue.
I'm going to be honest and say that I can't see you getting near the 17Mb/s estimate, or even the updated estimate of 6.5-8.5Mb/s. The records for your phone number seem to be giving very generous estimates, whereas checking on the full address seems more realistic: http://www.dslchecker.bt.com/adsl/ADSLChecker.address