I'm also in the Ithaca Market. You've just been cheated by false advertising. The Time Warner Connect website apparently didnt get the memo from the Charter bean counters that the Maxx speed upgrades didn't happen in June as scheduled.
I have The Extreme, 30 Mbps plan and it was supposed to go to 200 with the Maxx upgrade. That didn't happen but my account page online still says I have Ultimate 200 and I can upgrade to Ultimate 300 (up to 300Mbps download) for just $10 more. Neither plan exists here and it annoys me every time I go on their web page.
Much frustration expressed in this topic. I have some helpful suggestions, if I may, from my direct experience in resolving many many such issues over the years.
Here are some key questions each of y'all need to ask of TWC/Charter by calling in (or chat):
Read the replies, he has 50/5 service provisioned in the modem...
If he had a card/ ip issue, he'd see 50/20 as the max speed on ethernet would be capped at 50, the upstream would go up to 50 as well.
Copy and paste the signal level page, let's make sure that's okay as well... There are a lot of sublime issues that affect speed as well as the actual provisioned speed.
I read the replies to which an assumption was made.
The advice suggested can help more than just the topic poster.
I just had the same issue in Schenectady County. MyAccount webpage offered me an upgrade to 300mbps for an extra $10/month. I'm currently getting 30mbps, so I clicked to accept the offer. Order confirmation email also says "Ultimate (Up to 300mbps)". Noticed I was only getting ~50mbps, but I only had an 8x4 modem (my own SB6141), so I purchased a Zoom 5370.
After spending 2 hours on the phone last night getting TWC to properly activate my new modem, I noticed it was still only connected to 8 channels giving me 50mpbs down. I mentioned this to the "tech" (who didn't even understand the concept of a modem using channels), and then she said her system showed that I only had a 50mbps plan, not 300mpbs.
Since she couldn't help me, she transferred my call to another department, who told me that my "area was scheduled for upgrade to 300mbps sometime in the next several months." As infuriating as that answer was, given the false advertising on the website, she was polite and (seemed) helpful. Now I'm reading that these upgrades have been cancelled, and I've just about had it. We're probably going to buy a new house soon, and having FIOS connectivity has just become a lot more important.
Does this mean they are not gonna go through with the upgrade or is it just on hold?
The original TWC Maxx upgrades were canceled by Charter. Those were the 200 and 300M speed updates. Charter/Spectrum plans to instead offer their own upgrades reportedly 60 and 100 sometime next year.
It's pretty crappy in comparison to TWC's plans but the merger changed things. I just wish they'd quit adertising Maxx and saying people have Ultimate 200 and Ultimate 300 plans on their accounts page.