You say at one point your speed was 38mb. Well if it once was, then that means potentially it is still able to be... Or... If it was once 38mb, I wouldnt of thought BT would purposely just decide to suddenly give you a much lower speed. It doesn't work like that. (I don't think)
In theory BT doesn't change the speed of the packages based on just what they want to give you, it is based on what speed your line is capable of at that moment in time.
For example, our contract ended last month, and for many weeks leading up to it, on an almost daily basis, I logged into MYBT to see what the price of the personalised offers were, and when it comes to the advertised speed, Fibre 2 every single time gave a speed of 73mb. (at that time I wasn't aware if that given speed was based solely on speeds we can achieve, or how much of it was based on that's the package BT decided for us that they wanted to give)
And even though I wasn't looking to answer that for myself, I did end up being able to answer it.
Every single time, the speed showing for me for Fibre 2 package was 73mb, but then one day it had changed to 68mb. I thought that's odd, it's been 73mb for weeks. Then the next time I logged in it had gone down even more to 61mb.
I then looked at the BT wholesale checker, and what did the observered speed show? 61mb!!
So I kept my eye on it, and the observered speed then went back up to 80mb a few days later. And the Fibre 2 package then also went back up to showing as 73. So that showed to me that the speed a package says it will give you, isn't based on what BT want to give you..... It is based on what your line is capable of at that moment in time!
So in your case, that might be why it is showing you a low speed right now, because your line isn't capable of a higher speed right now! But that may change and go higher of it's own accord, (like mine did), or it might only go back to being higher if a fault is found and fixed. And from the fact you used to get 38mb, hopefully that's what it is still able to go back to.
