We're stuck on ADSL1, when we need ADSL2+ for 'upt...

Question

Can anyone help?
Have been a BTInternet customer for over 12 years and have recently upgraded the 2mb broadband package to the £24.99 a month 'upto' 20mb package. The changeover was far from straightforward, with mistakes at BTInternet's end, but on 11th November, the new HomeHub2.0 router arrived and things seemed to be happening.
We were quoted we should see download speeds of around 13mb, and we'd be happy with that, as we're realistic about these things.
We'd spotted a speed increase from 2mb broadband (where we were getting download speeds of around 1.5mb) to the levels one would expect from 8mb broadband (speeds varying between 6 and 7.5mb).
Now, my wife (quite expert in these things) spotted our router showed we were locked into ADSL 1 (modulation rating ITU-T G.992.1). So surely we will be capped at 8mb download speeds.
We rang BTInternet (next day, 12th November) and suffered poor conversations with two engineers that insisted we were on ADSL2+ and kept reciting that we'd see better speeds at the end of a 'stabilisation period' and seeing fluctuating speeds now was merely normal. Yes, they were fluctuating, but they'd never fluctuate above 8mb while locked on ADSL1. BTInternet have repeatedly stated our line should see us recieve around 13mb download speeds, which we'd be happy with.
So I rang cancellations to say I was rejecting this 'package' as it is not 'upto 20mb'. I spoke three times to guys in the cancellations department. One guy was understanding and promised to sort out our problem by 4pm (giving him six hours)...but he never phoned back. Another guy, after threatening a £217 cancellation fee (to a customer of 13 years who simply wants the faster speeds everyone else has) forcefully connected us to an engineer that again refused to acknowledge our ADSL1 limitation. And the last guy did make more sense, and promised a switch to ADSL2+ in 48 hours (but it didn't happen).
Now, if any one of these staff assured us they could see we were stuck on ADSL1 with an 8mb limit, but that during the 10 day stabilisation period, we would be flicked to ADSL2+, we'd be quite happy.
But they collectively seem to be ignoring or even denying the stats we can see on our router. My wife is quite expert in these things, managing an IT support team for the Europe, Middle East and Asia department of a company. Some of her home-based team even use BTInternet too, and have compared router stats, so we know what we hope to see.
We fear we are stuck on upto 8mb broadband. And while we spotted it right away and asked for a solution, then asked to reject the service as mis-sold when all staff refused to acknowledge the problem, we fear being forced to sit out this stabilisation period, and then see no change and that we were right all along.
So... We have router stats as folllows...
ADSL line status
Connection information
Line state Connected
Connection time 1 day, 0:50:57
Downstream 8,128 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Fast
Noise margin (Down/Up) 6.4 dB / 25.0 dB
Line attenuation (Down/Up) 31.0 dB / 19.0 dB
Output power (Down/Up) 19.7 dBm / 11.9 dBm
Will we trully receive 'upto' 20mb broadband speeds like this, or are we right that we need someone within BTInternet to switch us to ADSL2+? And soon!
Yours faithfully,
Mr. James F. Ward.     

Answer 1

Hello imjolly,
Thank you for all your help. I did call that number, and while the sales guy seemed bemused to receive my call, he did try to help. He spotted my order was 'rejected' and put me through to order management. The lady there wasn't as pleasant. She did say my order was indeed okay, but also that everything was correct from BTInternet's point of view. Again, she wouldn't acknowledge the fact our router seems stuck on ADSL1 (modulation 992.1) and after supposedly checking with technical advisors and her supervisor, she simply stated all would be well after the 10-day stabilisation period.
She did agree we should see speeds of around 13mb, but when I asked her if, during the stabilsation period, we'd be switched to ADSL2+, she said no, because things were already correctly set up.
Very frustrating in the first instance.
However, this young lady then called us back a few minutes later, and did then let us know that she'd looked further and could actually see the problem, and would organise the problem getting rectified in the next day or two. She gave us the name of a lady would would also then give us a call about the matter.
It's the first time any member of staff, over the phone, has conferred with what we can clearly see at home.
We're hopeful this will soon be sorted.
Thank you imjolly. I'll be back in touch if things get bogged down and remin unsolved.
Fingers crossed.