I was quoted 24.1 mb for my Infinity i am now at 9...

I had Infinity installed on 18th April with a quoted speed of 24.1mbps. Ever since the installation when the engineer told me i was receiving 21mbps the speed has dropped off lower and lower. Currently it is at 9.37mbps which is unacceptable but i'm struggling like mad to get anyone at BT to properly address the issue.
I have made numerous calls to report my speed and informed them that i have used the BT diagnostic tester and can see my speed is capped with an IP profile 9.68 which is obviously why it cannot run any faster at the moment. All i get though is constantly being asked to reset the modem and router even though i tell them i can visually see what profile i have set on the line and know full well just resetting them will not enable me to go any faster...
I had an engineer come to my home on Tuesday, he checked the line and said its capable of 26mb and could'nt find any fault and yes i was capped after checking at my home and the cabinet and he would ring the helpdesk and find out why the cap was in place and organise a reset. I called again on Wednesday evening as i still had a profile of 9.68 and asked for an update on the IP profile reset.
Again i was asked to reset the modem and router *sigh*. Eventually i was told she would organise a profile reset which should be done within 4 hours and then for me to allow 4 days to restablise after which she would call me back to make sure it was all ok.
This was all well and good, but now after 30 hours still no reset so no improvement. I really don't know what i need to do to actually get anything done.. everytime you call you are back to stage 1 and have to go everything again, everytime they say this will be the last time and we will get it fixed and everytime nothing has been achieved.
What can i do to receive the speeds i was quoted, surely the profile needs to be raised and set at around 24mbps and if the speed is significantly lower all the components need to be checked/fixed/replaced to get the advised service i ordered wether this is the line, OR modem or HH3.
I'm starting to think i will need to contact a 3rd party to try and help me with this issue, is there anything anyone can advise or a number/email i can use to get in touch with a senior manager or this Warren Buckley the MD of customer service. I want someone to actually manage my issue and see it through rather than ringing the standard number and getting a new indian person i often have trouble understanding and starting from what seems like scratch all the time.
(Just for reference i'm connecting to the internet using a Desktop PC, OR modem and HH3 wired connection using the GigE port)
Thanks for reading, sorry it's so long, but i'm so frustrated

Hi Smacro, sorry to hear about the issues your having there. It possibly may sound like your on a banded profile, these generally do lift in time.
Other than that i would recommend you contact the mods: https://bt.custhelp.com/app/contact_email/c/4951
It can take up to 3 days to get a response from the either by email or phone. They are a special UK care team and are very good at getting issues resolved, they will handle your issue until it is resolved.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

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