Hub one speed problems

[#1]

Hi does anyone know why my hub one only gets a maximum speed of 10mbps? I spoke to a technical guy a couple of days ago, who went through various router settings and asked me to keep changing channels to find one that works. But my speed stays at a constant of 9-10 mbps, which is low for fibre unlimited. They said the line was set up for speeds of 20-38 mbps. I plugged it into the test socket etc, and the speeds were still the same. Does anyone have any ideas, i would be most grateful. 

Cheers

[#2]

I'm just running a few tests on your line.

[edit]

Our tests aren't showing any obvious faults but we can see your connecting at a lower speed.

The ticket is with our Faults team and they'll get this picked up.

[#3]

How are you testing, and is your device capable of running at higher speeds?

Are you able to log on to the router, go to the Troublleshooting/Helpdesk tab and post the information on there, hiding any personal details such as your username and SSID?