How do I move to ADSL2+

Please help
Due to ever decreasing speeds, I finally got an engineer out who made examined my line and gave me new box's inside and out. Then re-set my line. there has been a slight increae in speed. However he told me that I was set on the 20CN line, and told me to ask BT why I can't be on the 21CN line.
Ive had many calls with India discussing this, they dont seem to understand and just keep saying that there is nothing that they can do ... I need someone to tell me why
Im connected to my Hub 4 router via cable and direct into master socket ..
here are my stats :
from BT wholesale - using tel number and postcode
from my router log:
15:33:20, 23 Mar.
( 119.120000) DSL noise margin: 20.00 dB upstream, 8.00 dB downstream
15:33:20, 23 Mar.
( 119.050000) DSL line rate: 448 Kbps upstream, 4832 Kbps downstream

I got a response via a telephone call ( but I was not in)  It was followed by an email which stated they could if help If I agree a new contract.
however .... they asked me to reply to their email which was sent from
"[email protected]" so I did - now I get an email in return saying :
"We’ve received an email reply from you relating to the incident
reference number shown above, however the email address you sent it
from doesn’t match that of the original enquiry.
If you’re a BT customer and wish to reply to an email from us, please
use the email address you originally used. We’re sorry for this
inconvenience, but it’s necessary to protect your privacy."
bizzare ... however Its my fault as I entered my email with a "." in the first part, my email company will still see it as me and I get the email . BT system won't so it rejects me
could someone please tell HER that I want the upgrade !! and I have no other way of contacting her .
thanks

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