Chat rep offered to upgrade me to 105Mpbs for free; 2 weeks later still at 50Mpbs

I spoke with a chat rep a couple weeks ago when I was considering cancelling service. He offered to upgrade my 50Mbps to 105Mbps for free, no cost, and that it would be effective after our conversation ended.

My modem at that time was capped at 38Mbps or so, so I purchased a new modem that could handle 105Mbps. Installed today and still seeing no more than mid 40's.

I contacted both chat and phone, and final disposition was that they HAD to have a tech come out for "installation", and that was because of their 105 guarantee. The tech had to verify that my address could physically get the 105 speeds. They said this installation fee was $200.

Is this accurate? I'm unsure since the first rep mentioned it would be instantaneous and no fees at all for the upgrade.