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Slow Internet

Hi. I am estimated to get 58.0-74.2 Mbps on my broadband, and guaranteed 51.9 Mbps. My broadband summary through the now website says my download speed is 58.3Mbps. However, Speed test, linked through the now website, just scored my speed at 1.82Mbps. Other speed checkers online give me similar results.

My hub is connected to the Openreach 5c master socket. It is elevated off the floor, sitting on a desk. 

I don't understand what the issue is, or where to look for answers. Any help would be appreciated. 

Thank you.

Legend 5
Legend 5


Is this over Wi-if or Ethernet?

Have you done a factory reset to the router?

FYI that I do not work for NOW, just a NOW customer trying to help


If you take @gavs82008 ‘s good advice above with no improvement, then:-

The Now number of 58.3 is what they would feed you if your line was good. Think of this as equivalent to the 70 limit on a motorway; it’s what can be achieved with no congestion, but your line is either congested, or it’s road up, or some other inconvenience.

To eliminate congestion as an issue*, stop all the internet traffic in your home, as far as you can - no gaming, no streaming, no updating, while you test - and then do your speed test either on a device wired to the router by an Ethernet cable, or on a mobile device held as close to the router as you can manage.

If you get little or no improvement, then you likely have a fault on your line, and you should call Now Broadband, between 8am and 8pm, and ask them to check your line, and if a fault is found, get it fixed for you.

Phone numbers you may be able to contact them on are:-

0330 041 2518, 0330 041 2462 or 0330 332 3050, and maybe 0800 759 1213

*When you are looking for those last few Mbps - when you get to 50, say, and want 55 - then WiFi channels congestion because of nearby neighbours has to be considered. But that effect is negligible as far as your massive speed loss is concerned, so I haven’t considered it here.

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
Elite 3

Take a look here and see if it helps explain it at all.

Broadband download and upload speeds explained (