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ADSL internet speed on NBN 50 plan, and customer service is extremely bad

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Level 1a

For nearly two weeks we've been only getting 10Mb/s while on the NBN 50Mb/s plan. We normally get at least 30Mb/s which is apparently our max line speed as our house is far from the node. The online chat doesn't work at all, calling is useless as I just get put on hold for an hour plus, even emailed them but its been 8 days and havent received a reply. We still have another 9 months on the contract so can't just cancel as we dont want to incur any fees. Can someone please help?