Welcome to the Community!
Using your community information, I was able to check the current plan that you have. You're still on a legacy plan which is the SL Bundle 25/5, hence, why you're only getting around 20Mbps for download.
The good news is that you can upgrade to the NBN50 bundle for the same price. I can have an Accounts Specialist contact you for the upgrade. Please send me a PM with your best contact number and preferred time for a call.
How to PM? Click here for the guide.
Thanks for providing your contact details via PM. As discussed, we have raised the request for a call back from our Plan Change Team tomorrow.
Please keep your lines open between 3PM - 4PM NSW.
Our records show that you were contacted by our Plan Change Team already. It seems like you agreed to go to an even higher plan which is NBN100.
From what I can tell, your upgrade has been completed, and you should be able to enjoy the higher speed package.
Let me know if you still have other concerns.