Sold a package i can not even get?

Question

Hey
So this last week my infinity 2 has be horrendous. It's taken 8 days to sort out the constant disconnects and now my internet is running at what i thought was half speed for my line (30MBs up compared to the 74MBs i'm supposed to be getting).
So i was amazed and astounded when the customer support told me the max that my line could take was 44MBs. Have i been paying for infinity 2 for the last 2 years, when, according to customer support, i could only ever get the speed of infinity 1?
Can anyone shed some light as to what the hell is going on? Do i need to think about making a court case for being sold a package that i can not even get or do BT need to properly train their CS employee's to read the correct information from their screens?
Doing a DSLcheck with dslchecker.bt.com results in http://prntscr.com/4fc0te so i am a bit confused on the situation
I have an engineer coming out next wednesday to apparently try and bump my line back up to the supposed 44MBs my line can now handle, but for me this isn't good enough.

Answer 1

See link
http://bt.custhelp.com/app/answers/detail/a_id/9760/~/what-is-my-broadband-'ip-profile'-and-why-is-i...
and this explanation from forum member sjtp
The sync speed is the speed of the low level connection between the cabinet and the modem.  That is determined by the cab and the modem, based on the rules of Digital Line Management (DLM).
The ip profile is a limit imposed at the exchange (or somewhere near there) on the higher level (PPPoE) connection between the exchange and the HomeHub)router.  The idea of the IP profile is to prevent your data being sent from the exchange to the cabinet faster than the cabinet can pass it on to you.  The IP profile is automatically set from the sync speed whenever a high level connection is re-established.  It is set to a value just below the sync speed (around 96.8%), to allow for certain overheads.  The actual download speed will be at best a little less still because of yet more overheads.
The sync speed is automatically adjusted when the low level connection breaks, or when DLM decides to give you slightly more or less speed (usually in the middle of the night to limit disruption).  Often a break in the low level connection forces a break in the high level connection, and so the IP profile is automatically reset when the low level sync is re-established.  Quite often the high level connection is not broken and continues despite the new sync speed.  This results in a 'stale' IP profile.  If the new sync speed is lower, you will only get the lower speed as that is all the line can (for the time being) manage.  If the new sync speed is higher, you won't get the benefit as the IP profile will act as a throttle.  For that reason we often suggest people disconnect and reconnect the ROUTER (NOT the modem) each morning if they suspect there might be changes; to force a profile reset.  If you have an unlocked modem (as you must have) and can see the sync speed, then you can tell more exactly when a mismatch has happened and thus whether such a disconnect/reconnect is needed