Arris S34 - Need assistance getting full speeds

Hello,

Like others on this forum, I have a Arris S34 provision on my account but I'm not getting the full speeds for my internet plan. According to the Xfinity app, I should be getting at least 2000 Mbps download and 300 upload. I chatted with two Xfinity chat support agents but the first said that the S34 was not compatible with Xfinity next gen speed tier (I had to guide him to find the correct info) and then he said he would apply an update and reboot the modem to fix the issue, but nothing happened. The second, said I didn't have an internet plan (which I do) and then tried to sell me different plans and said that it was necessary to fix this issue, despite acknowledging that my existing plan was already listed as next gen speed.

Like many others here, I would like someone who knows what they are doing to check if the S34 needs to be reprovisioned with the correct boot file to unlock the full speeds for my account or help figure out if i need a someone to come out and check the line.