New Plusnet Customer - Download Speed is half the router sync speed

[#1]

Hi, just moved to plusnet unlimited fibre standard (upto 38MBS) from BT infinity 2 (upto 76MBS).
I was getting around 45MBS with BT so i expected to max out the connection, but i am only getting around 20MBS download.
Using the new Hub One.
Profile from plusnet website is below.
Phone exchange:
    REDCAR
Estimated line speed:
    40Mb (This may vary between 32.4Mb and 44Mb) - Checked on 2015-11-28 16:15:11
Current line speed:
    21 Mb
BT Wholesale IP profile is below.
1. Best Effort Test: -provides background information.
Download Speed
19.85 Mbps

0 Mbps 38.71 Mbps
Max Achievable Speed
Download speedachieved during the test was - 19.85 Mbps
For your connection, the acceptable range of speedsis 20 Mbps-38.71 Mbps .
Additional Information:
IP Profile for your line is - 38.71 Mbps
2. Upstream Test: -provides background information.
Upload Speed
1.2 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 1.2Mbps
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
Has plusnet capped my speed at 20?

[#2]

Yes: the current line speed is the capping. Try contacting them via chat or phone and ask for it to be corrected. It should match the IP Profile.
After it is corrected you may need to do a disconnect/connect in your router to pick up the new speed.

[#3]

Thanks i will give that a go

[#4]

Just given up after waiting for 30mins in a tel queue - will try again tomorrow.
Online Chat is not active at the moment.

[#5]

@stevec47
If you have any ad-blocking software or ghostery type add-ons, then the Chat window will not appear. You need to turn it off for that page to work.

[#6]

Update - used online chat to sort out the issue today, found out rate had already adjusted itself automatically this morning, disconnected and reconnected my router and now working fine.