Ok - just spent a 2 hour plus call passed around various teams, until I reached the loyalty team who assured me they would call me back (I assume not tonight).
The summary is:
#1 - Tech Support - nothing they could do, didn't understand it themselves but kept saying the cap was a sales issue. Was told by 'sales' that I was getting what my 'package' said I'd get. After reiterating that I signed up for Fibre 2, not Fibre 2 budget, or Fibre 2 mid, or Fibre 2 premium - that there is one package with an upper limit of ~70/20 which I can certainly achieve at my address - he sent me on to the value team.
#2 Value Team - more promising initial response, couldn't understand why capped. Unfortunately, they then put me on hold with no explanation as to why... then 30 minutes later, to my surprise another person picked up.
#3 ??? Team - no idea what team they were from, seemed like I'd gone in circles a bit, but started by doing a speed test after I outlined my situation again. They confirmed again that capped at 50mbs dl. I explained that I kept hearing this was a sales issue and related to my 'package' which I said was beginning to feel a bit dishonest - id signed up to Fibre 2 under the impression there were no caps or limits and I would achieve what my infrastructure could deliver. They then passed me onto another team...
#4 - The loyalty team. I explained again my issue... they again said they would speak to sales, but rather than keep me on hold, they would call me back. Seemed genuine enough so hung up at this point. That was shortly before 9 so I assume they've shut up shop for the night now.
A 2 hour plus call... and I don't feel like I my issue was really understood nor was I given an adequate explanation as to why my service is being capped at such low values for a product which offers so much more.
Anyway... will see if there' a call back tomorrow.
