S33 Modem Stuck on Wrong Boot File — Need Backend Provisioning Fix

Hi, I’m hoping to get help from the Digital Care Team on a provisioning issue that frontline support hasn’t been able to resolve.

Modem: ARRIS SURFboard S33 (customer-owned)

Issue: Experiencing slow speeds inconsistent with my subscribed plan after letting the automated troubleshooting bot update my modem. When I contacted support, I was told I need to “update my boot files,” but was then told this can’t be done because I own my modem rather than renting from Xfinity.

What I’ve already tried:

• Power cycled the modem

• Performed a full factory reset

• Confirmed signal levels look normal on the modem’s status page

None of this resolved the issue, which suggests this is a provisioning/boot file mismatch on the account side rather than a hardware problem. I understand from other threads on this forum that this is often a backend database mismatch between the account’s provisioned speed tier and what’s being pushed to the modem, and that Tier 2 support can push a manual bootfile correction.

Could someone from the Digital Care Team take a look at my account’s provisioning and confirm the correct boot file is being pushed to my modem? Happy to provide my account details via direct message.

Thanks in advance for the help.