The configuration file if it says anything about it. I’ve seen some say the configuration file name and some don’t. If you can see it, it might shed some light on what’s going on.
EDIT: From the Cable Connection page which can be found while in the Gateway control panel by clicking Basic > Cable Connection or the Event Log at Advanced > Administration > Event Log to see if it shows a filename displayed similar to the one E.G. said in one of those two locations.
They can't give you the gig speed tier if it's not available, that makes no sense. I've asked an employee to take a look at your account and make sure your modem is approved for your speed tier. Most likely something is not right with your account. You can expect a reply in this thread.
NotPhotogenic, thanks for reaching out.
Let's take a look at your bootfile and the service provisioned on your account. Please send me a private message with your full name for help.