Arris S34 Upload Speed ~40 Mbps versus ~100 Mbps on 1 Gig Plan

Hi,

I recently upgraded my modem to the Arris S34 and changed to the 1 Gig plan with 100 Mbps upload speed. After setting up the new modem with Xfinity and changing from my old plan (1.2 Gig download, 35 Mbps upload). My upload speed did not change from about 40 Mbps. I have spent 3 hours or so with various Xfinity support people and was ultimately told that I had to reach out to Arris to fix a software issue on the modem. I explained that Xfinity does the firmware for the modem and was informed that is not true and I needed to contact Arris. Well surprise surprise, Arris confirmed that Xfinity is responsible for pushing firmware to the modem. For some reason my account shows upload speeds up to 35 Mbps, where I just changed plans on October 27 to get 100 Mbps. Support would not even confirm if there was a 35 Mbps cap put on my account for some reason. I was informed by a member of the technical team that my upload speed should be 100 Mbps. So, I have an unresolved conflict, and support would not even comment if there was a cap on my upload speed any why if there is. I was encouraged to get the Xfinity modem and even upgrade to the 2 Gig plan with 200 Mbps upload speed. I spent a lot of extra time turning down offers and not getting my questions answered. FYI, I am in the 01970 area code.

I have never been more frustrated dealing with a support group who did not listen to my questions and at least attempt to provide answers.