Sounds like your phone rep was a bit confused. Gig is indeed delivered over coax. In some areas, gig internet does require a professional install though. There is no reason you can't go ahead and self-install your modem. I don't know if they will move you to the gig tier tho w/o a tech visit.
All you need to do is physically swap your new device for the old. Once your gateway is online (watch the lights), connect your computer and open a web browser. It will take you to an activation page. You'll want to have your account number and phone number associated with the account handy. If everything goes smoothly, the whole process should take about 5 -10 minutes. If you have issues, call.
1-800-COMCAST (1-800-266-2278) or 1-800-XFINITY (1-800-934-6489)
Eh, if everything is working fine, there is no reason to have a tech visit. I wouldn't trust that they won't charge you an install fee. Glad you got it activated!
I had the Gig router installed by comcast, nothing else changed and I am not getting Gig speeds.
327 mbps download, I got that with my non Gig router. Support told me I need fiber run.
They scheduled service to come out, don't know if that's true or not but they better not charge me for not doing something that should have been done when it was installed.
I too am in a similar situation. I upgraded my Internet plan from 250mbps to Gigabit online. I then upgraded my cable modem from Arris SB6190 to Arris SB8200 to support DOCSIS 3.1. Provision was successful, however I am not getting Gigabit. I get more than 250mbps, but not close to Gigabit. This test was done with a direct connection between cable modem and my laptop on gigabit Ethernet port using Cat7 cable.
Does technician need to come and make changes to outside infrastructure at my area? I have appointment already scheduled, so I will keep it regardless. Online account shows Gigabit and the provisioning was successful per representative on chat.