New service

I just had my services connected this past Sunday.  I requested the 1000mps to be installed.  The speed has been from 150 - 750 since the install.  It took forever to get someone to troubleshoot this issue.  A tech finally came out today (about 96 hours after being installed) to check things out.  He changed the coxial cables from the buried cable to the gateway and replaced the gateway.  I am now getting between 350 - 650.  This is hardwired speeds.  Has anyone else experience this too?  The tech today said he would put in a trouble ticket to escalate this issue.  I call about 1.5 hours after he left and found there is no ticket and the person on the phone says they do not see my modem.  Is this normal?