Will, several things:
They will probably need more to show a trend. Maybe run some more tomorrow, making sure to do a few in the morning, a few in the afternoon, and a few in the evening. I would concentrated on downloads, since your upload speed looks fine.
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Thank you very much for the information! Please power cycle the modem by unplugging it from the power source and plugging it back in a few seconds later. I'm going to go ahead and have this case sent up to our engineers for investigation!
My case was refered to tier-4 support (PIN: 4428683). I was told on 2-10-21 that the low speed was likely due to too many users assigned to a single gateway and that in about 2 weeks the issue would be resolved and I would be called. I just tried calling 866-859-2275 and my pin # was inactive. would you please contact me? In the mean time, I have completed a recent series of automated speed tests for your review.