Can it be fixed by rining internet provider?

Hey guys long story short im nto downloading at the amount of speed im ment to be downloading at my plan is 1500/256 and im downloading at 20kb/s do i ring my internet provider? witch is adsl bigpond and do they fix it? or what? im confused but i told my freinds my download speed and they just laughed and told me to ring internet provider. plz hlp!