Can’t connect laptop to Router NR5 and poor speeds. Need replacement Router

[Furious]

I have spent months trying to resolve this. I’ve had to use a long Ethernet cable for the laptop; my mobile and iPad are fine. Wasted hour and a half online (again) last night only to get cut off. speeds are 17/20 and ping 26.  I live in central London and I don’t think I’m getting 5g at all, though the tests say good connections. How can I get a different router speedily without further argument.

[PeteG]

Hello there. 

I don't believe the team would be able to issue a new or different router to you in most cases, sadly. If you're speaking to them about issues you're experiencing, they would do their best to get to the bottom of that and if for some reason their testing found that the issue was being caused by the router due to some kind of fault, then something like that might warrant a replacement Hub. 

Pete.