Unable to open address validation case. Fiber "available" but only for slow speed. What gives?

Hi all, so I'm looking to get fiber service at my house. I checked broadbandnow and even the att website map for fiber options and it says my city has fiber available and even on broadbandnow I was can see it being available to neighbors on my block. I played around with the availability tool and notice I can get max speeds of 10 mbps at my address, but when I put a neighbor up the street address I can see they are able to purchase 300 mbps+ speed. I would like to know what needs to be done to get my address validated to get faster fiber speeds as the cable is set up going up my street. Just kind of lost as how to proceed or who to reach out to as it seems customer service doesn't really help or are willing to help at all. I live in Hayward, CA if it helps and fiber is available here using att's map.