Can't get anyone to properly re-provision my modem.

Had been running an Arris modem that capped out at 800 Mbps, with a separate router. Last week I upgraded to a Motorola MG8725(caps out 6000 Mbps) in preparation for upgrading my speed. Initially just swapped in the Motorola and activated it in the app, on my 800 Mbps plan, just to ensure everything worked. All good. Did the upgrade on the website yesterday, to the 1300 Mbps plan. My account shows I am on the new plan, and insists I should be getting the new speeds. But my modem never automatically rebooted like I thought it would. Unplugged the modem for a few minutes while getting ready for work, and plugged it in before I left. Got home, ran a few speed tests, still getting the roughly 840 Mbps I was getting before upgrading. Tried power cycling a couple more times, same deal. I figure the modem never got properly re-provisioned, or so nonsense with a configuration/boot files, or whatever, so I would have to contact support.

Have tried both live chat and phone support, and for whatever reason, I don't know if I'm getting the wrong department, or they are following a bad customer service script, or what, but I can get anyone to simply remove my modem from my account, re-provision it, and verify that the correct config for my upgraded speed is being sent out. They just keep asking if I am "having the issue on an app or a website", and just insist on refusing to acknowledge that my modem needs re-provisioning. How is this such a hassle to get someone fix a pretty straightforward issue?

*edit* Well now I look stupid. The 2.5 Gigabit port on the motorola is in fact Lan port #4 and not port #1. I swapped my testing PC over to port #4 and reran the speed tests. I am in fact getting the full speed. May as well leave this all here for future idiots to find. Make sure you are double, triple, QUADRUPLE checking that you are correctly connected at every point in the chain before running your tests and assuming the problem is something it isn't. Though I DO still find it very problematic that multiple attempts to contact support resulting in no one being able/willing to do a routing task like re-provisioning a modem.