Just moved to PlusNet - some questions about speed

[#1]

I've just moved my brother-in-law across to PN, he was getting performance problems and his previous ISP were not able to find an answer.
His line seems to be stuck at 0.5Mbps (sync 576k) - he has vague recollection that the line was once used many years ago for Virgin 'basic' service which was limited to 0.5M and wonders if the line is still 'stuck' at this.
I've set him up with a Billion7800 router (which I know from my own experiences can deal with rural lines very well) and altering the SNR settings (either way) has no effect on the sync rate - it's always 576k!
A quick poll of his nearby neighbours shows internet speeds of between 2M and 3.4M (various ISP)
Some stats from his router :
Upstream 288
Downstream: 576
SNR Margin(Upstream) 23.0
SNR Margin(Downstream) 29.1
Line Attenuation(Upstream) 28.0
Line Attenuation(Downstream) 58.0
By comparison, my downstream Attenuation is 57.0 and I get a reliable 5.5M or more. My SNR margin (down) is around 3-4
Do I need to raise a service call, or is it possible to get a basic check on the line first?
Adam (on his account)

BT SPEEDCHER:
Download speedachieved during the test was - 0.43 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.58 Mbps(DOWN-STREAM), 0.29 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

[#2]

He's on a fixed 512Kb service (the upstream 288 is the giveaway).
He needs to ring up or raise a ticket asking to be moved to 21CN if WBC is available on his exchange or ADSL Max if it is 20CN only.

[#3]

Thanks, I've raised a call on his account.
Adam

[#4]

Hi Leaky, welcome to the forums.
Feel free to chuck his ticket ID my way and I'll take a look for you

[#5]

Adam:
The OP (Leaky) and gingerbloke both signed off as Adam - I suspect Leaky was registered linked to the new user just to make the post so I think that will lead you to the correct account.

[#6]

From the first post

Quote

Adam (on his account)

[#7]

Thanks Jelv, I believe Jojo's on the case with this whilst I'm looking at something else.

[#8]

Hi I have replied to the ticket in question.
Jojo

[#9]

JoJo - thanks for picking this up.
Apologies for confusion, I thought it better to log in to this community and ask the question using the account that's having the problem (leaky) rather than my own (gingerbloke)
I can see that the ticket has your response on it - many thanks.
Adam

[#10]

The usual way to make a post about a different account is to include a ticket number from the account in question (open or closed and it doesn't matter if it refers to the issue). This enables PN staff to find the right account.

[#11]

Hi Adam,
I've updated it again this morning. The sync speed is now back up to 4160 but the BT IP profile is still 500 but that should go up to 3500 before long.
Jojo

[#12]

Jojo,
I checked his line just now and he's running a usable 3mb+ even over wireless.
He's delighted, thanks for your help with this.
Adam

[#13]

Aww that's great news thanks for letting us know