FDX installation problems

I subscribed last week for 1 gig upload/download FDX Internet service at $50/month for 5 years, and a technician installed a new coax wiring run from the pole outside to a XB8 gateway in my home yesterday. When I ran speed tests, it was apparent that my upload was capped at 100 Mbps.

I spent the better part of 4 hours alternately working with phone and chat support, and was repeatedly told that the service I subscribed for was 1 gig download and 35 Mbps upload. Those were also the speeds listed on the "manage plan" page when I signed into Xfinity.com.

The installation tech and all of the subsequent support techs I spoke with said that the signal strength from Comcast's equipment on the pole outside to my gateway was perfect. They also said that they could see that I had the 1000/35 plan on my account, even though that's not what I subscribed to.

I insisted that the issue seemed to be whatever plan code was assigned to my account, but none of the technicians I spoke with were able to make the necessary changes or transfer me to someone who could. So they assigned a trouble ticket and sent two separate technicians this afternoon to check the outside equipment and the wiring to the gateway in my house.

According to the tech who came into my home today, I need a new XB11 gateway to support FDX, but he said that that if he called his contacts at Comcast to make the change and gave me the new gateway himself, I wouldn't receive the $50/month pricing.

He advised me to go back to the manage plan page and switch from the 1000/35 plan to the 1000/1000 plan, which I did. When the transaction completed, it said that I'd receive tracking info for same-day delivery of the new gateway.

I haven't received any tracking info, and now my subscribed plan is showing as 1000/100.

This installation and support experience has been terrible, even by ISP standards. I'm astounded at the waste of Comcast resources that have gone into trying to fix something that is obviously not hardware or wiring related, when I'd likely be able to get it resolved with a phone call or message to the right person.

Is there anyone that can help me? I'm pretty close to cancelling, returning this XB8 gateway, and sticking with FiOS.