Escalation Needed: Xfinity Advertises Symmetrical 2 Gig at My Address but Only Delivers 300 Mbps Upload

I'm requesting assistance from Xfinity's Digital Care team with an apparent DOCSIS 4.0 / Full Duplex (FDX) serviceability or provisioning discrepancy.

The issue:

Xfinity's website explicitly advertises its 2 Gig symmetrical service at my exact residential address in Atlanta, GA 30307. The ordering page states "Equal Download and Upload Speeds" and offers the plan for purchase.

However, after upgrading to the XB10 gateway, I'm consistently receiving approximately 2,100 Mbps download and only 300 Mbps upload.

When I contacted Xfinity technical support, I was told symmetrical service is not available at my address. This directly contradicts what Xfinity's own address-specific ordering system advertises.

My equipment and troubleshooting:

• Xfinity XB10 gateway operating in bridge mode

• UniFi Dream Machine Pro connected through its 10 Gbps SFP+ WAN port

• Verified 2.5 Gbps full-duplex WAN link

• Download speeds consistently exceed 2 Gbps

• Upload speeds consistently limited to approximately 300 Mbps

• Gateway has already been replaced

The measured speeds appear consistent with Xfinity's older asymmetric 2 Gig / 300 Mbps profile rather than the advertised symmetrical service.

What I'm requesting:

1. An engineering-level verification of DOCSIS 4.0/FDX eligibility at my exact service address.

2. Verification of my account's provisioned speed tier, rate code, and XB10 configuration/bootfile.

3. An explanation of why Xfinity's ordering system explicitly advertises 2 Gbps symmetrical service if technical support claims the address is ineligible.

4. Correction of any provisioning or serviceability errors.

5. A formal escalation ticket and a clear resolution path if this requires network engineering involvement.

I've already spent time troubleshooting the equipment and speaking with phone support. I'm specifically looking for someone who can investigate the discrepancy between Xfinity's address-level availability database and the service being delivered.

I have screenshots documenting the advertised symmetrical service and my UniFi WAN configuration, and can provide my full service address and account information privately.

Thank you.