Download speed is less than half of what it should be

Good Afternoon All.
Need some help/advice, i have the 1gb up/down service, about 2 weeks ago Hyperoptic sent an email to say they were doing service updates, my connection was fine before this happened, ever since this, my downlaod speed is less than half, i had an engineer visit my property he said there was no problem with speed coming into m property that it must be my laptop, if it was my laptop wouldn't my upload speed be affected like my download speed, i tried a different anti virus to see if my upload speed would increase, it hasn't, anyone have any ideas or advice,

I had a similar problem a couple of years ago. They tested my router remotely and decided I needed a new one. So they sent me a new router and after I set it up, all was fine

Thanks for your reply, i had an engineer visit said my line was fine, didn't even look at my router, im online now asking for a new router, don't know what to do if they refuse.

Greetings James, our apologies about providing such a late response, it seems like this thread got buried somehow within our filters.

We would like to investigate this case further with you, and check if the connection is still performing worse than expected. Estimated speed range over wi-fi with wi-fi 5/6 standard consumer routers should be within the 500-600+ Mbps ballpark, while the 1 Gbps we can only guarantee over a wired Cat5e/6 ethernet connection, but if your results are giving you half of that through a cable as well, then it is something to be looked at for sure.

Let us know through a direct message if you are still experiencing this, or if more convenient, DM us through Twitter @HyperopticCS, Facebook page, or our official Customer Support channels over phone or email written below:

Are you using a direct wired ethernet connection from your test device into the router?

Is your test device a Windows PC or laptop? If so, there are many problems which can cause Windows to perform poorly on speedtests (see various other threads). To pinpoint whether this is the problem or not, try booting from an Ubuntu live USB stick, and running a speedtest within that. It won't touch anything on your hard drive (unless you tell it to), and will give you a baseline to compare against.