You should still be seeing ~10Mbps upload speeds. Are you testing directly connected to the modem via ethernet (no WIFi)?
FWIW, in the past, the configuration file naming convention used to be located among the modem's error log entries. YMMV.
The configuration file if it says anything about it. I’ve seen some say the configuration file name and some don’t. If you can see it, it might shed some light on what’s going on.
EDIT: From the Cable Connection page which can be found while in the Gateway control panel by clicking Basic > Cable Connection or the Event Log at Advanced > Administration > Event Log to see if it shows a filename displayed similar to the one E.G. said in one of those two locations.
The gigabit config / boot file should look like this;
xxxxxxx denotes the modem model number.
They can't give you the gig speed tier if it's not available, that makes no sense. I've asked an employee to take a look at your account and make sure your modem is approved for your speed tier. Most likely something is not right with your account. You can expect a reply in this thread.
NotPhotogenic, thanks for reaching out.
Let's take a look at your bootfile and the service provisioned on your account. Please send me a private message with your full name for help.