Can you please Private Message(PM) me your Username/CID/Service address for the service you need help on so i can pull up your account.
I managed to pull up your account, thanks.
I too tested the service and all tests passing in our portals for your NBN-FTTC 50/20 service.
Speed shows 42.90mbps.
To prove packet loss, its best to do an extended ping test and screenshot the results.
Using a network/LAN cable from modem to a laptop is best.
Open a CMD prompt,
Type ''ping 126.96.36.199 -n 320''
This will do a constant ping test for 5mins.
Screenshot the results and if there is large packet loss, post the pic on here.
The packet loss sumary is all we need to check on.
It shows 0% packet loss (even though 1 packet was lost). This is normal and the 1x was just a random event.
If you have further issues, repeat the test and document the sumamry and we will look again.