rated for 2000mb/s getting 20mb/s

I'm paying for gigabit internet, up to 2000mb/s, unlimited data. When testing at https://speedtest.xfinity.com/ I'm getting around 20-70mb/s, I have been testing randomly over the course of a few months. I'd like to schedule a technician visit to the home, but I don't see any way to do that and every time I load and go through the xfinity assistant, it dead ends / brick walls me without allowing a visit to be scheduled. "no problem found, problem with app/game/device." When I go through the troubleshooting on the xfinity assistant, it increases my speed to 70mb/s. Without going through the troubleshooting, I usually test around 20mb/s. Please check and advise, thank you.

P.S. I love that #customerservice #terrible #annoyed is one of your top recommended tags.