free internet speed upgrade activation

I have been an economy plus internet customer since 2003 with 2 mbps upload speeds. Today I saw on my xfinity online account page that my upload speed was upgraded to 20 mbps. However, that upgrade does not seem to be "activated" since I am continuing to only receive a maximum upload speed of 2 mbps. I reached out to a live customer service agent who was no help. She did not seem to even understand/know about the speed upgrades and despite seeing cleariy on my account that my upload speed should be 20 mbps - she could not explain why I was not receiving the upgrade to my satisfaction. 

Please explain why xfinity continues to offer a long time customer a ridiculously low internet speed despite the upgrade reflected on my account page. How can I get the upgrade activated?