Slow speeds being measured from new XB8 Gateway on new Gigabit x2 Plan

Hello - I started seeing slow speeds (~800M  b/s) as measured on the Xfi app  I called tech support and they tried resetting the gateway as well as other troubleshooting from their end, but no success. They do say I was getting the correct speeds to my home. A technician was dispatched to my home and the correct speeds were measured at the pole, through my line and all the way to my XB8. When the Technician connected my Cat6a cable from the orange 2.5g LAN port, he was only getting 1,100 tops to his measuring device. We also tried a Cat 8 and a regular Cat 6 cable, same results, no where near the 2,000 I am supposed to be getting. The technician was dumbfounded and he also double check with the office to make sure I was on the Gigabit X2 plan which I was. He then explained he could do nothing further and he placed me on the phone with his supervisor who explained my situation was going to be escalated and I would most likely be receiving a new XB8. I cannot believe I'm having all this difficulty and its only been 1 week since I have received this XB8 and upgraded plan I am trying to find out if they actually escalated my problem.