Slow Upload Speeds

Hello,

I am facing an issue where none of the systems on my network are able to get above 20-23mbps upload (ethernet or wifi). I have the gigabit package where it should be 1000 mbps down. I previously had an XB7 gateway but was facing issues with devices disconnecting. I also faced issues with port forwarding due to the restricted admin interface and mobile app not able to port forward ethernet connected devices. While using the XB7+xFi Complete, I was able to achieve 100mbps upload. I have since switched to an Arris Surfboard G36. Initially I was facing issues until the device was successfully activated by a CSR after calling in. Now I am facing issues getting decent upload speeds. I've seen other forum posts where 100/200mbps upload was achievable on BYOD devices but the CSR said xFi Complete was not available with BYOD.

Is there a representative that can assist clarifying the requirements of 100/200mbps upload?