Because of recent legislation ISPs must now give the average speed that all the customers on a package get and as such they now give the figure of 67Mbps.
Because it is an average it obviously means that some will get more and some will get less and is in effect totally meaningless for the customer's individual line.
Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.
Can you post the connection stats from your Asus.
The reason that Customer Services ask you to use your HH6 is for diagnostic reasons so that they know what device they are working with.
you can use any compatible modem/router but BT will only provide support for the hub so it may be worth connecting hub until you get connection problem resolved
the speed you quote is an average as you have said and that means some customers will get higher and some lower. Probably due to your distance from cabinet you are lower than the average. The average speed is basically meaningless fir your specific line but the figure must be quoted as set out by OFCOM
if you connect hub then post stats
enter your phone number and post results remember delete number. https://www.btwholesale.com/includes/adsl/main.html
Thank you for the reply. I have reconnected my HH6 as suggested to allow further support from BT, but without any success. They have now logged a complaint for Openreach to look at and I await a reply.
Following a speedtest this evening, I am still only achieving 23/4Mb. I will attempt to download some data from the HH6 and post tomorrow.
Thanks again for the response, here are some stats captured from the HH6 this morning.
It has not had it applied, it has been discovered that your line is impacted with a bridge tap. This can have a major effect on your speed. Your speed is way below the handback threshold. Ensure you are checking your hub stats when plugged into the test socket behind the removable faceplate of the master socket to make sure it is not your internal wiring causing the bridge tap. If your speeds are still poor at the test socket you need an engineer visit to resolve your problem, be insistent with customer services.