How do I enable the 1 gig up/down with existing 1gig service

Howdy @user_kvpyn4 🙌 I appreciate you checking in with us in our community! I can see how verifying what your upload speed capabilities are would be a little confusing with the mixed information you're seeing, but above all if your area is eligible for those symmetrical internet speeds we want to make sure you're getting them no matter what 👍

If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be glad to ensure you're provisioned for the correct speeds.

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

@user_kvpyn4 

What is the exact make and model number of the modem / gateway device ?