We did this the old fashioned way, I called John, saves a lot of typing.
He's changing to 20M download speed. He owns a Motorola Surfboard SB5120. TW said it was DOCSIS 1.0 and wouldn't give him his 20M. DOCSIS 1.0 goes 38M down and 9 up.
Actually an SB5120
is DOCSIS 2.0, but the only thing that changed from 1 to 2 is upload speed. 2.0 does 27M up I think.
You can get a used SB5120 on ebay for $10, new $25.
His modem is one that TW recommends
Freakin' idiots and liars. I deal with a lot of Telco/Cable/ISP sales/tech support with what I do. I usually hate it and only call if I really have to.