Chances are you don't ... that's a simple provisioning change in the central office ... although all orders may be backlogged due to the strike so it may just be that they aren't processing these kinds of change requests at the moment in favor of clearing the backlog of new orders, etc.
I'd trying using the online order to request the change or try calling again.
Not really ... it's all done in software. The bandwidth constrsints are enforced as a software parameter on the port to which the connection terminates -- the actual bandwidth between the head end and ONT remains unchanged and constant -- you're connection is just throttled by the software to not exceed a certain amount (or more correctly allow a certain minimum guarenteed bandwidth burstable based on local capacity to some percentage above the configured amount.
Unless there's an upstream bandwidth/aggregation problem between the CO where this person's connection terminates and the next hop within the Verizon network, there's no physical "flip" to switch. Since they're already on 25/25 service which is serviced by the same hardware end to end that services 35/35 connections, that's about the only scenario I can surmise might be the reason for the delay -- that they need more bandwidth between CO and whatever aggregation point regionally that connection flow towards.
generally the main reason for this is if a customer orders video equipment with it. That is the only reason why it would be 2 weeks out however we still should be able to get the data speed up and running the same day