Speed profile stuck on ADSL instead of 2+?

[#1]

Hi guys, been a long time! We had an issue when we first switched to Plusnet that our line was stuck on ADSL instead of 2+ (router reported G.992.1 instead of 992.5) which was sorted pronto by your staff and the line profile was adjusted accordingly. This is what it looked like:
Router stats
Uptime:   0 days, 5:01:55
DSL Type:   ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]:   1.208 / 12.647
Data Transferred (Sent/Received) [MB/MB]:   35,11 / 723,40
Output Power (Up/Down) [dBm]:   12,2 / 0,0
Line Attenuation (Up/Down) [dB]:   12,3 / 25,5
SN Margin (Up/Down) [dB]:   6,1 / 5,8
System Vendor ID (Local/Remote):   TMMB / ----
Chipset Vendor ID (Local/Remote):   BDCM / IFTN
Loss of Framing (Local/Remote):   0 / 0
Loss of Signal (Local/Remote):   0 / 0
Loss of Power (Local/Remote):   0 / 0
Loss of Link (Remote):   -
Error Seconds (Local/Remote):   384 / 0
FEC Errors (Up/Down):   0 / 0
CRC Errors (Up/Down):   14 / 742
HEC Errors (Up/Down):   8 / 5.783
After my parents got their subscription ungraded to Unlimited, they had the same problem as before where the account defaulted back to ADSL instead of 2+. That was sorted, but I've noticed since I've come home for easter that although the router reports G.992.5, the line profile is 443 / 8,128.
Router stats
Uptime: 9 days, 16:57:23
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 443 / 8,128
Data Transferred (Sent/Received) [GB/GB]: 4.32 / 110.65
Output Power (Up/Down) [dBm]: 12.8 / 0.0
Line Attenuation (Up/Down) [dB]: 12.5 / 25.5
SN Margin (Up/Down) [dB]: 26.5 / 12.7
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 52 / 0
Loss of Signal (Local/Remote): 6 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 16,637 / 3
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 133 / 9,526
HEC Errors (Up/Down): 59 / 29,137
Could this be sorted out?
Cheers!  
Edit: Also noticed that the SN margin is very high... strange...

[#2]

Hi there,
We could certainly take a look but would need to know the account to look at - any chance you could post a ticket ID or something so we can find it?

[#3]

The question ID is 68047022 if that helps?

[#4]

Hi there,
I've just performed some diagnostic checks and looked at the order history on your account and our suppliers systems and your connection is set to be ADSL2+ at the moment, some of the line stats seem to disagree with that though so we may be looking at a BT system issue or failing that a fault but either way our faults team should be able to get that sorted for you.
Adam

[#5]

Do you have an update on where things stand right now?

[#6]

Hi aj007,
As per the ticket update from yesterday morning, we've placed an order to move you up to ADSL2+ speeds. I'm happy to say this has completed and your BT profile has jumped to over 13Mb, hope it's made a difference?

[#7]

Indeed it has, thank you for the help! Here's the BT Speedtest results:
Download
Download speed achieved during the test was - 13.74 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 13.74 Mbps
Upload
Upload speed achieved during the test was - 0.68Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Edit: Minor side note, my SN margin is quite low, will it be a problem? I think the connection is pretty stable, haven't had any issues yet. Would a higher SN margin (around 6) allow a slightly better IP profile?
Uptime: 0 days, 7:56:23
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 15,577
Data Transferred (Sent/Received) [MB/GB]: 69.24 / 1.46
Output Power (Up/Down) [dBm]: 12.9 / 0.0
Line Attenuation (Up/Down) [dB]: 12.6 / 25.5
SN Margin (Up/Down) [dB]: 13.9 / 2.9
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 247 / 0
FEC Errors (Up/Down): 7 / 1,178,283
CRC Errors (Up/Down): 0 / 1,569
HEC Errors (Up/Down): 0 / 38,942

[#8]

As far as SN margin goes, lower = faster by around 800kb/s per 3dB. If it's stable I'd recommend leaving it where it is, raising it to 6 would in fact reduce your speed so best left for if the connection starts to drop (which hopefully it won't).