Arris S33v2 - 2Gbps Plan - No proper modem config file.

I have an Arris S33v2 modem.

This morning I called Comcast to upgrade my 1.2Gbps (Gigabit Extra) (1.2gbps download / 40mbps upload) to their 2Gbps plan (250mbps upload). The lady quickly updated my plan, all seemed to be going accordingly to plan. Then when the reprovision for my modem happened I received the Default modem config file b/c the config file being pushed to my modem for the new plan thinks it is not compatible with my modem. The default config was giving me about 600mbps down and only 5-7mbps upload. Which was ridiculous.

I've verified my modem is Docsis 3.1 and can handle well over 2Gbps. 

After spending 2 hours on the phone with support and her not being able to escalate (who knows why, said the queue kept dumping her), she had to revert me to the 1Gbps plan (mistakenly not the 1.2Gbps plan I was on prior to attempting to upgrade to 2gpbs) just to get me off the Default modem config file.

It seems after all the troubleshooting the 2gbps plan doesn't think or know that the Arris S33v2 is compatible and can definitely handle these speeds so it rejects provisioning it for these speeds or errors out and assigns me the Default config file which is horrible. Hence reverting to the 1gbps config file (sadly not the 1.2gps, I don't think she realized to put me back on the Gigabit Extra) just to get me some semblance of the speeds I had prior.

What a waste of time. She escalated and said someone would call me in 24 hours. How in the world can Comcast operate this way. The database or whatever tracks compatible modems for speed tiers should be updated regularly. The S33v2 has been out a long time and is fully capable.

Can anyone help, maybe a Comcast Engineer if they read this? Anyone else have this [Edited: "Language"] experience?