Thanks for joining us on the community and welcome to the forums
I can see from the account that you have an old modem and we changed the speeds for you as your old modem was insufficient to cope with the speed you were being charged for.
We did try contacting you three times before this change was made and have tried three times since to arrange to get a new modem to you so we can pop you onto the right speeds and get this sorted for you.
It may be that our contact for you is out of date.
To arrange this with us please contact the teams via 150 or 0345 454 1111 where they will be happy to sort this out for you.
I have also sent a private message to you for us to see if we can assist further.