Stuck at 5–6 Mbps Upload on Own Approved Modem After Gig Plan Upgrade (Need Bootfile / Provisioning Push)

Hi everyone,

Hoping a mods/rep here can help me clear up a provisioning issue on my account.

I recently upgraded my Xfinity plan from an 800 Mbps tier to Gigabit internet. Here is what has happened with my speed tests and hardware setup:

• Old Personal Modem (Docsis 3.0): Got around 17 Mbps upload on my previous plan.

• Xfinity Gateway: Used for 1–2 weeks right after upgrading to Gigabit and was getting around 118 Mbps upload.

• New Personal Modem (Docsis 3.1 Approved): Activated my own newly purchased, Xfinity-approved DOCSIS 3.1 modem. Amd getting between 5 to 6 upload. 

The Issue: Ever since activating my new customer-owned modem, my download speeds are fine, but my upload speed is hard-capped between 5 and 6 Mbps.

I know my new personal modem may not be rated for the full high-yield/next-gen 100+ Mbps upload tier, but it is fully rated for standard tier uploads (at least 35–40 Mbps). It feels like my account/MAC address is stuck on a default, throttled, or legacy "fallback" bootfile rather than the proper Gigabit profile for customer-owned equipment.

What I Need: Could a representative please re-provision my modem on the back end? Specifically, I need a fresh bootfile re-push sent directly to my modem's MAC address and an account refresh to clear out any residual rental-gateway configurations.

I can provide my account details and modem MAC address via Direct Message. Thanks!