Hi @helenrobson ,
Welcome to the community!
We're sad to know that you're having issue with the speed of the service. We'd love to help and get to the bottom of this, we tried to use your community details to pull up the account and we got 2 different result. To ensure that we have the correct account, PM us your account details w/ the address on file.
In case you need a reference: How do I private message (PM) in the community
We understand that you've contacted our NBN provisioning team and they've booked an NBN technician to check the service.
Further updates will be given by your case manager once available.