Gigabit symmetrical upload

[tenshisan]

Our condo building contracted symmetrical gigabit speeds as a bulk contract. I was one of the first ones to get xfinity installed two weeks ago and I don't get more than 42mbps upload (download is fine at 920mbps on ethernet). My neighbors who are just getting it installed are getting gigabit uploads, called customer service they didn't know what I was talking about, when I mentioned symmetrical upload. I think he tried to reset the modem and of course it did not work.

Do I need to schedule a rep to come out or can anybody help me address this? I really think is a provisioning issue for the account, not an installation problem. Help!