It depends why the speed has dropped.
PN can ask openreach to move you onto a different product but they can't control how fast your modem will actually connect when you are on that product. Since it's unlikely that openreach have changed your product without telling them we can rule that out. Your modem is doing the best it currently can and PN have no direct control over it.
They could, if they felt it worthwhile, raise a fault with openreach and if OR agree then after a few days you might see your normal speeds return.
A third possibility is that the problem isn't actually with your modem. It could be congestion or some other fault within PN's network. In that case they could potentially resolve the problem then and there by modifying the way your data flows across their network.
In practice (and I used to be a PN customer and was for nearly three years) I imagine you were just being fobbed off. I wouldn't ever
believe anything a PN rep said on the phone and would only consider the possibility of an honest and accurate answer from their forum staff. And sadly (the reason I eventually left them in June) was because even that was getting harder. If you haven't been told something by Bob Pullen or MattyC then you can probably assume that it's wrong.
Edited by Andrue (Fri 06-Oct-17 16:47:43)