Need executive escalation: account shows 2000/300 but modem is repeatedly being provisioned at 600/5

I need this escalated beyond frontline support and the normal call center loop.

My account shows 2000 Mbps down / 300 Mbps up. A field technician confirmed that the boot/config file being pushed to the modem is 600 Mbps down / 5 Mbps up. That mismatch is the problem.

This is not a Wi-Fi issue. This is not a router issue. This is not a reboot issue. This is not a “try another modem” issue.

We previously had 600/5 service in our old home. We moved in 2021 and changed to Gig speed and my own modem. Since then, I have never actually received the level of service I have been paying for. The best I have ever seen has been far below the subscribed tier, average was 300 down 40 up. And now the upload side is in even worse shape after "troubleshooting", 5 Mbps up is painful.

A technician spent hours on this and confirmed what should have been caught long ago: my account reflects 2000/300, but the provisioning file being sent to the modem is 600/5.

The modem was replaced with a Xfinity modem and reprovisioned. Another Xfinity modem was put in place. It still reverted right back to 600/5.

That means this is a backend provisioning problem, a service-class mapping problem, a stale legacy code problem, or some other account-to-network mismatch. What it is not is another excuse to send me through basic troubleshooting that has already been done over and over again.

This is now affecting my business directly. I upload large volumes of photo and video work. On a heavy race weekend, I may come back with roughly 400 GB of video and more than 200 GB of stills. Trying to work on 5 Mbps upload is ridiculous in 2026, especially while being billed for 2000/300 service.

I am asking for executive escalation or escalation to the specific team that can actually correct the backend provisioning and confirm in writing what config file is being assigned to my modem.

What I need:

1) Confirmation of the exact provisioning / boot file currently being pushed to the modem

2) Correction of the provisioning so it matches the 2000/300 service on the account

3) Confirmation that the corrected provisioning will stay in place and not revert again

4) A real owner on this case instead of being sent back through the same CS/technician loop

5) Review of appropriate credit, because this mismatch has existed in some form since the 2021 move

I am giving Comcast/Xfinity one final chance to fix this before I file an FCC complaint.