Upgraded to 600 Mbps, my speed went from 80 Mpbs to around 30 Mpbs

My xFi Gateway modem arrived today.  I did the following:

- disconnected my motorola surfboard JRSB6120

- disconnected my wifi router

Performed the "Follow these steps to activate your xFi Gateway"

  - downloaded the xFi app on my phone

  - opened the app, signed in

  - followed the steps

 

Everything worked just fine.  The XFi activated, I can manage and see devices on my home network connected to it.

 

My plan shows that I have a 600 Mbps download (15 Mbps) upload PLAN.  But I am only seeing speeds of max 33 Mbps down (15 Mbps up is working).

 

Prior to the installation I was getting 80 Mbps down and 6 up (matching my plan).

 

I spent an hour on chat with xfinity and was disconnected at the end and asked to do a survey.  With no resolution.  Cannot reach a live person.

 

I have power cycled the modem several times and waited for start up.  Speed results are consistent.

 

Is there a way to factory reset the device and re-activate?  Is there a way to reach a live person to actually check the speed on the xfinity end? 

 

Thanks.