Provisioning/Throughput Issue – 2 Gbps Plan, XB8 Stuck at ~1.2 Gbps Down / 150–280 Mbps Up

Hello, I recently upgraded to the 2 Gbps / 200 Mbps plan. My modem is an XB8 (CM MAC [Edited: "Personal Information"]) with bootfile d11_v_cgm4981comims_genxmgig_c02.cm applied.

So far:

• Field tech confirmed ~2.6 Gbps to the modem and replaced the drop line.

• Backend shows >2 Gbps “Speed to Gateway.”

• Direct 2.5 GbE wired tests from my PC remain capped at ~1.1–1.3 Gbps down / 150–280 Mbps up.

• OFDM downstream power is low (around –4 dBmV), SNR 39–40 dB, upstream OFDMA locked.

• Rebooted yesterday after bootfile update — no change.

Ticket [Edited: "Personal Information"] is already open, but the problem persists. This appears to be either a CMTS provisioning/service flow misconfiguration or an issue with DOCSIS profile assignment.

I would appreciate if this could be escalated to the Corporate Digital Care Team or engineering to verify the modem’s service flows, QoS settings, and CMTS profile for my account. I was told by support that the backend/network engineering team would provide regular updates via email or SMS after the bootfile change and line replacement. It’s now been over a day and a half with no updates received. Could someone please confirm whether those updates are actually being generated and where they’re going?

Thanks in advance for any assistance — I’d just like this corrected so the 2 Gbps service I’m paying for is fully delivered.