PureFiber X 5G capped at 3250

Hello,

I signed up for the 5Gbit/s service about 1.5 weeks ago. I see the plan on my billing now, but I'm still at 3250/3250 speeds wired connection via speedtest.

I called the technical dept. They've told me I'm ineligible, yet when I spoke to two different reps from the form, and a rep on r/telus I've been told I am. I fear I am only getting across the first line of help desks, and they've only done very basic troubleshooting with rudimentary explanations.

I had a similar issue upgrading from 1.5Gbit/s to 3Gbit/s, whereas the tech successfully swapped to an XGS-PON ONT, but I was still only at 1.5Gbit/s speeds. Another tech had to come back, and they spent an hour on the phone with their backend team. Perhaps another configuration issue for my upgrade.

I'd appreciate some help on this matter.

Thanks.