Immutable IP Profile

[#1]

I have a client with BT Broadband.  Her router syncs at 4000kbps+ but her IP Profile is stuck at 135 kbps.
BT sent a man to her house.  Afterwards the IP Profile was still 135 kbps.
BT did a remote reset of the IP Profile.  Afterwards the IP Profile was still 135 kbps.
BT did a manual reset of the IP Profile.  Afterwards the IP Profile was still 135 kbps.
The next step is that a BT engineer is coming to the house with a computer!
I know this is not a Plusnet issue but has anybody come across such a severe manifestation of this problem before?

[#2]

Interesting. I can't imagine what sending an engineer to the customer's premises is going to achieve.