New install Profile question

[#1]

I have just become a new Plusnet fibre customer.  The transition was very smooth and the download speed excellent (38Mb as advertised).
The problem is that I should be getting about 20Mb down and I'm actually getting 0.2...... 😞 I have had a ticket open for several days with no response, please could this be progressed?
Thanks

[#2]

Hi, Issue resolved.  After Daniel provided me with the line stats I was able to identify the bottleneck.
Problem resolved.
P.S Slightly embarrassing, incorrect config of QOS...... Dodgy admins 😉

[#3]

The downstream looks fine here, the BT speedtest we can see is showing around 38Mb/s speed. I'm going to assume it's the upload as that's around 0.2Mb/s on the speedtest which matches what you're seeing.
Can you ensure that any uploads are stopped and try another speedtest? Speedtest.net is fine for this as I'm just after an indication of the speeds really.

*edit*
Excellent news, thanks for letting us know.