In reply to:

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However he states it's been like this for over 9 months, especially after 6pm. So to say he has exceeded his usage for the month doesn't explain what happened to the other eight.

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Agreed wingco and on receipt of a fault report we'll be more than happy to investigate the cause of this one and hopefully resolve to the OP's satisfaction.

I have asked Chris to pick this up and investigate fully.

I asked one of my colleagues to call the OP yesterday and looking at the account he has helped to resolve this.

As long as the OP is happy. What's that old catch phrase, "It pays to talk"

Just to update,
I had a phone call from a PN customer service rep, last night following up on these posts. It's clear that I have been going over the "peak time usage limit" of my original product (broadband plus?) by a bit on several occasions.

This has resulted in my connection being throttled down to such an extent that web browsing has been extremely slow and VOIP/ gaming has been impossible. I have been carrying out speed tests from plusnets account management centre website when I felt the connection speed was very poor, reporting my actual downstream connection speeds to be around 240 kbps.

Had I known that the traffic management applied to the service package I was subscribed to was causing my woes, I would have taken action sooner. I'm a busy chap and I haven't received any usage quota emails from PN to my personal email address (although I have received many marketing/recommend a friend emails). I am not in the habit of regularly checking the status of my tickets on the PN portal. Nor do I check my PN provided email account with any frequency.

The PlusNet representative said that for the