Thanks for raising this with us.
We checked the account and it shows that it is properly provisioned.
When you tested the speed, were you using the WiFi or Wired connection? If via WiFi, did you use the 2.4GHz or 5GHz band network?
Your modem/router is out of warranty and if you'll request for a new one, it will be the same model.
We recommend for customers to purchase a third party modem/router in order to maximize the speed of the NBN Home superfast and ultrafast plan.