Gigabit service running at 600Mbps... Multiple calls (details)

3/13/19 - TL;DR - This morning at 600. I used the xFi App to issue a restart to my modem and I'm back at 950. Hope Tier 3 folks can find out why my connection package is being set to a lower speed. Curious how long this will stay at 950 as well.

 

3/12/20 - TL;DR - xfinity was autoprovisioning my modem for the 400Mbps tier even though my account has reflected the 1000Mbps teir for over a week.  This has been escalated to tier 3 support.  Today's Post 

 

I ordered 1000Mbps service... the modem showed up, I installed it, activated it, changed to bridge mode... I was only getting 600Mbps via https://speedtest.xfinity.com/.

I have a newly built gaming PC hardwired to my router -> modem.  No issues transfering at 1gig between my machines on my LAN.  My speedtests to xfinity have been up to 950 at times but not solid... story follows...

Ticket #1 - I called in, was on for probably and hour going through the dialogue/troubleshooting... eventually after all the stuff we tried, the tech pushed an 'advanced config' to my modem and after a restart I was at 950Mbps.

Ticket #2 - few days later - same issue - stuck at 600Mbps - call in - 30 minutes of dialogue and was then assured the tech will fix all issues. They told me that my gigabit service was not yet activated... even though they shipped me a modem, I activated it and was at 950Mbps prior. They told me that 30 minutes later, I should be good after they were going to make some changes. I was not good later on... still at 600Mbps.

Ticket #3 - I called in again and explained everything that's happened so far, they ran a few tests... at that time they scheduled a dispatch.

Tech visit - He proved out all coax from my modem location to the curb. All levels good, running clean.  He even put on a pad to fine tune to get me closer to the middle of the acceptable range. He put his xfinity speed test device on the modem and only hit 600Mbps.  At that time, the tech swapped to another modem he had in his truck(same model as the other) and with his test set hit 950Mbps.

All good...

Forward three days... new modem, running at 600Mbps....

Ticket #4 - Chatted with someone... explained all of the above. They told me they'd escalate to level 2 and if I got disconnected, they'd call me back.... they didn't call back.

Ticket #5 - I called back in and they had no record of that call 15 minutes ago.  They told me I had the wrong modem... even though they provided it. Was on for over 1.5 hours and asked for a manager...  spoke with a supervisor... he verified everything looks good config-wise and said I have a Technicolor modem CGM4140 and that I should try their Arris EG1682G to see if the different modem fixes it... both are used for XFINITY XB6 it sounds like? A tech is coming out tomorrow to swap modems.

Anyone ran in to this 600Mbps issue and had it resolved permanently?