Can you please verify the following? ( via a PM )
Mobile, home phone, Username or Customer ID
So I can take a look at this issue for you.
Thanks for the update, I was able to confirm your account details.
You are on the 12/1 NBN Fibre Plan
Which simply translates to Download of up to 12 Mbps & Upload of 1 Mbps
The next plan would be the 50/20 which will usually average around 45 / 18 Mbps down/up speeds.