Speed restrictions not lifted

[#1]

Hi,
Since about 1pm on 26th Sept I have been unable to use ftp.
I got an email from plusnet at 00:17 on 27th September to say I have gone over my usage allowance and consequently my speeds have been restricted to down 0.25Mbs and upspeed about 0.04Mbs.
I tried to add extra allowance but there was an issue and I had to raise a ticket at 8:57am on 27th and have question id of 60331680.
I was given a helpful explanation of the problem at 8.30am this morning via ticket and the speed should have been reset within 10-15 mins. However it's now over an hour and a half since then and I still can't ftp and my connection speed isn't changed according to various internet speed tests. Incidentally I have reset the router and it's showing sync speeds of  448 / 6464 kbps.
As it's over 24hrs since I submitted the ticket and it's holding up a piece of work I am unable to do I am posting here in the hope of getting it resolved more quickly.
thank you.

[#2]

have you tried disconnecting and reconnecting in your router interface (rather than switching the router off and no)? it might kick the correct profile in for you.

[#3]

Hi Dvorak, thanks for the suggestion. Just tried it but no success unfortunately.

[#4]

Hi x6x7,
Apologies for the delayed response.
Are you still have issues using ftp? There are no reported issues at the moment.
Let me know how you're getting on.
Chris