2 Gig plan, upload stuck at 40 Mbps since activation, Tier 2 ticket CR262645787 unresolved

I activated a customer owned Arris SURFboard S33 yesterday on my 2 Gig plan. Billing confirms the 2 Gig tier, which should deliver roughly 2000 Mbps down and 250 Mbps up. I am getting about 1.2 to 1.3 Gbps down and only 22 to 40 Mbps up. The upload has never come close to the 2 Gig rate since activation. This looks like a provisioning or DOCSIS service flow mismatch on the network side, not my equipment.

Details:

Modem signal is healthy. SNR 43 dB, downstream power 11 dBmV, internet connected.

I am running a UniFi Dream Machine SE with a 2.5 GbE WAN port, no VPN, so my LAN is not the bottleneck. The S33 connects to the 2.5 gig WAN port directly.

The S33 is on the approved 2 Gig device list, and it delivered full 2 Gig speeds previously on an S34 before that unit failed.

Troubleshooting already completed with support:

Front line chat reprovisioned the modem multiple times and re-added the 2 Gig plan to the account, line, and modem. No change.

Upload actually dropped into the low 20s Mbps during each refresh attempt.

A National Tier 2 ticket was opened, CR262645787, with instructions for the backend network team to send refresh signals and provision to the 2 Gig profile within a 120 minute window.

That window has now passed and the upload is unchanged, still 22 to 40 Mbps.

What I am asking for: please have the backend network engineering team verify and correct the DOCSIS upstream service flow and bootfile profile assignment on my line so it matches the 2 Gig tier.

I have the full chat transcript and ticket details available, I have ticket CR262645787 and can provide my account details by direct message., and modem MAC by direct message.