Download speed not as advertised

[Lynx2600]

Hi everyone. I am using NOW Broadband's Super Fibre package with advertised download speeds of 63mbps on their website (average). Since I've had it installed, I have been getting around 34mbps at best (Speedtest), with the internet being very patchy in general. I work from home and have freezing video and lag issues in almost every video call I take. My download speed is around 1.5-2mbps. 

I've run the 'Test my line' check and it says everything is fine. However, isn't this misleading advertisement on NOW's behalf? Their customer service said I'm supposed to get maximum of 35mbps speed, but the only reason I had NOW installed was because of their advertised 63mbps speed.

Can anyone with similar issues help me out?

[gavs82008]

@Lynx2600 

Is this over Ethernet or Wi-fi? 

If its the latter you can try split the bands which should improve the speed.
https://help.nowtv.com/article/improve-broadband-speed
Have you done a factory reset to the router which is also indicated in the above link?

Otherwise to call the broadband team again as there could be a fault somewhere on the line. See link for number.
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

[Lynx2600]

This is over WiFi. Our connection was activated just last week so I don't assume a factory reset is required, right? I did restart my hub to see if it helps with the speeds but still getting the same 30-32mbps.

I also just check my account details and it says I will get an estimated speed of 25-32 mbps. But the plan I bought was Super Fibre so I should be receiving the advertised 63mbps or close to it, even 50mbps would be fine. Very confused as I believe I have been misled.

[gavs82008]

@Lynx2600 

Have you split the Wi-Fi bands? 
https://help.nowtv.com/article/improve-broadband-speed

[Jayach]

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@Lynx2600 wrote:

I also just check my account details and it says I will get an estimated speed of 25-32 mbps. But the plan I bought was Super Fibre so I should be receiving the advertised 63mbps or close to it

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That, unfortunately, is not correct. When you signed up you will have been given an estimated speed (as above), and a guaranteed minimum which will be somewhat lower.

The purchased pan has nothing to do with it, it's all about the quality and length of the copper line to your home.

You can see what Openreach believe your line capable of here:

BT Broadband (btwholesale.com)

[chilli2]

Put your details in here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

What you are looking for is VDSL Range A and B then high and low

if you are getting below the imapced B low speed then you may have an issue .

 The 62mbps speed is sold as an average , and as such there can be huge variations within that average, that type of connection used to be sold as an "upto 80mbps download"  and while 80 is possible most connections wont be able to achieve that ( hence upto) so the wise and wonderful offcom said that speeds should be sold on average not a theoretical maximum .

So put your details in the openreach/bt wholesale checker and see what ti says ( even though it may be branded as BT)

Other things to look for on that are under the table:

 FTTP is available or is not

The exchange is not in a current fibre priority programme or is in a priority programme

Did you have a connection at the property before hand?

And are you aware of the limitations of Now broadband , and how these limitations could affect you if you use it for business use ( including working from home)? - note speeds shouldn't come into that, the business use factor is mostly down to fault fixing/repairs/customer service and billing