Ip profile stuck at 135 kbps

[#1]

Sorry to butt in, but I have a friend on force 9 ADSL that has similar problem. I have travelled 80 miles round trip to try and help so far.
Netgear Router is syncing at 3008kbps, 57dB Att, 9dB Noise margin.
But Profile is at 500kbps.

Checked log and it was connected solidly all night until we did the BT tests today. (Could not get BT final test to complete though tried 3 times).
Have raised tickets 42344934 and 42363835.
Wonder if someone from PN could possibly advise, many thanks.

[#2]

Split off as this is a different problem.
You are unlikely to get a response until Monday and then they will need to identify the account - if you can add a ticket number from the account that would help
The fact that it was connected solidly all night isn't relevant - a low sync event a couple of days before could easily have caused it.

[#3]

Thanks .  Hopefully PN will be able to advise what the history of the problem is.
Not sure what you mean by adding a ticket number from the account? Do you mean log in as them on this forum? The tickets are raised from their account.
I am helping because they are not that technical.

[#4]

All fixed!
"There was a slight discrepancy between ours and our suppliers system which has now been rectified. You may need to reboot your router for the changes to take effect. "
Didn't need to reboot and they are getting 2418kbps down now.