I'm having exactly this same issue, and all I was told was "We're aware of an issue in your area and we hope to have it fixed in the coming weeks." No timeline, no description, no service discount since I can barely use the service... I was also told it has nothing to do with having 500Mbps (requires 32 channels) and wouldn't go away if I dropped to a lower package and used a Docsis 3.0 modem. But I can't really believe anything they say, it seems to all be coordinated to convince me to purchase a "technical support" subscription on top of the terrible service agreement I have.
