1 Gig Symmetrical Plan, XB10, but Upload Is Capped Around 100 Mbps

Hi,

My Xfinity account/plan page shows that I have 1 Gig symmetrical service (1000 Mbps down / 1000 Mbps up), and I have an XB10 gateway.
My current plan: 1000 Mbps down + 1000 Mbps up
Plan Builder: 1Gig Up and Down
(Basically everywhere online it shows the same thing)

Download speeds are roughly where I expect them to be, but my upload speed is consistently only around 100–120 Mbps.

I contacted support and went through multiple escalations. At one point, an agent said that when they tested the connection on their end, they could see 1000 Mbps download and 1000 Mbps upload, even though I only see around 100 Mbps upload from my side.

After a long troubleshooting session, I was told they would send some kind of reprovisioning "strong signal" to the modem and that it could take 5–7 business days to complete.
Not sure what that means exactly...

I'm trying to figure out whether my XB10/account is actually provisioned with the correct 1000/1000 Full Duplex DOCSIS profile, or if it is somehow still receiving a 1000/100-type upload profile.

Has anyone seen this before?

I suspect either my modem's bootfile is misconfigured, something is wrong with my account and I'm being speed limited, or my address is not FDX and the sales rep misinformed me.

Could an Xfinity employee please check:

• Whether my address is actually enabled for Full Duplex DOCSIS

• The speed tier or rate code assigned to my account

• The bootfile being sent to my XB10

Thanks!