Tier 2 Escalation Requested: Xfinity Gigabit x2 Not Delivering Advertised 2100/300 Mbps Speeds | NETGEAR CM3000 Modem

Hello Xfinity Support,

I'm requesting a Tier 2 technical support or network provisioning escalation regarding ongoing download and upload speed issues with my NETGEAR CM3000 modem on the Xfinity Gigabit x2 plan.

My plan advertises 2,100 Mbps download and 300 Mbps upload, but I'm experiencing the following problems:

• Download: Speeds fluctuate considerably, ranging from approximately 997 Mbps to 1800 Mbps. Performance has been inconsistent across multiple wired tests.

• Upload: Speeds consistently remain around 90–100 Mbps, substantially below the advertised 300 Mbps.

• DOCSIS diagnostics: Four ATDMA upstream channels are locked, but both DOCSIS 3.1 OFDMA upstream channels report "Not Locked."

• Previous troubleshooting: An Xfinity agent pushed an updated bootfile, and I've restarted my modem and router, but the upload limitation remains. Swapped out ethernet cables I use Cat 8

• I've already updated my motherboard drivers it has a 2.5gb ethernet supported as well.

I'm requesting that Tier 2 support investigate the following:

1. Verify that my NETGEAR CM3000 is correctly provisioned for the full Gigabit x2 2100/300 Mbps service tier.

2. Confirm the active DOCSIS bootfile and downstream/upstream service-flow rates.

3. Verify enhanced upload eligibility and investigate why the OFDMA upstream channels are not locking.

4. Check downstream and upstream signal levels, channel bonding, errors, and potential network congestion or signal impairments.

5. Correct any provisioning discrepancies and escalate to network engineering or arrange a technician visit if necessary.

I just want to know if it's possible to fix this before a onsite technician visit. 

Please verify the actual modem provisioning and DOCSIS connection health rather than simply confirming the advertised speeds shown on my account.