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That device can't do gigabit. It is only a DOCSIS 3.0 capable device. You need their XB6 model which is DOCSIS 3.1 capable.
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From what I’ve heard and seen on these forums it looks like that a tech is required to come to your premises and give the green light on the upgrade while the tech installs an XB6 Arris TG3482G which is their gateway for DOCSIS 3.1 Gigabit. Also from what I’ve seen on these forums that it looks like only techs currently have them in their trucks.
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If they don't have them in the local service center and / or the techs don't have them on the trucks, and there isn't a DOCSIS 3.1 OFDM carrier configured on the CMTS, then IMO, they shouldn't advertise that the gigabit internet speedtier is yet available in your local area.
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Good luck !
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I am a fellow customer, volunteering my time to help other customers here in the Forums.
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