Direct message? Someone help!?!

I need help and like so many others are frustrated by the hot mess they call support.  My details...

After the equivalent of storming the beaches of Normandy, I finally got a human on the phone to discuss my needs.  My wife had seen a truck pulling cable and was told it was an xfinity fiber, which should make better upload available.  I currently had a 1.2Gbps plan, but only get 40Mbps upload and I really need much more upload for my work.  I am cabled for gigabit ethernet so I know my download caps around 940Mbps, but I understand that and can live with it, but I NEED more upload.  So the human finally says there is a 2Gbps plan with upload of 300Mbps.  Now we are talking.  So I upgrade the plan and they send me a new XB8 gateway.  I activate it and NOTHING CHANGES.  Uploads still 40Mbps.  I give it a week; I power cycle the gateway; I try a direct wired connection to port 4; I try via wifi connection... nada.  Nothing improved but I am being billed for a bigger plan now.  I don't know how I ever even managed to get a human, which took 2 hours of frustratingly digging thru every possibility until I got one.  But I need someone to work with me to accomplish the upload improvement or verify that for some reason it is actually not an option and set my plan back to what it was.  I see referrals to a direct messaging so thought I would try that before descending into the misery of attempting phone support.