Keep in mind that the CSR you speak too is unlikely to have access to the kind of information required to verify if the issue is within the NBN network or the link between NBN and Telstra (short of internal notifications within Telstra). The best they'll be able to do is some basic testing and escalate it to level 2.
I realise that this might not matter much in the scheme of things, but there are a few more dynamics at play with NBN based services that Telstra haven't had to deal with in the past. It used to be that a Telstra supplied ADSL service was delivered entirely via their network. Now Telstra are in the same boat as other ISPs and are beholden to a 3rd party to manage data path between their core network and your house.
ISPs have to order a particular amount of capacity between the hub that your node connects to (known as a Point of Interconnect - POI) and their network. This costs $17.50/Mbps/month regardless of whether the capacity is used or not. Considering most people would at most pay $150/month for home internet, that would only cover ~8 or 9Mbps per customer. Because of the high cost, ISPs in general are trying to order small and only grow to what they need. To get more CVC, typically nothing physical has to happen but there are process involved which make it a non-instantaneous process.
This cost has always existed for even Telstra, but it was an internal cost that would have been significantly cheaper even their scale and there would have been plenty of spare capacity.
While the above doesn't get you better speeds, hopefully it provides some context as to the complexity of the situation and how its something Telstra isn't quite used to and how they aren't alone in the strategy.
I realise that this might not matter much in the scheme of things, but there are a few more dynamics at play with NBN based services that Telstra haven't had to deal with in the past. It used to be that a Telstra supplied ADSL service was delivered entirely via their network. Now Telstra are in the same boat as other ISPs and are beholden to a 3rd party to manage data path between their core network and your house.
ISPs have to order a particular amount of capacity between the hub that your node connects to (known as a Point of Interconnect - POI) and their network. This costs $17.50/Mbps/month regardless of whether the capacity is used or not. Considering most people would at most pay $150/month for home internet, that would only cover ~8 or 9Mbps per customer. Because of the high cost, ISPs in general are trying to order small and only grow to what they need. To get more CVC, typically nothing physical has to happen but there are process involved which make it a non-instantaneous process.
This cost has always existed for even Telstra, but it was an internal cost that would have been significantly cheaper even their scale and there would have been plenty of spare capacity.
While the above doesn't get you better speeds, hopefully it provides some context as to the complexity of the situation and how its something Telstra isn't quite used to and how they aren't alone in the strategy.