Yeah - even regular 1gbps down/35mbps up gigabit was hard to get when I first signed up.
I called and asked the guy if it was available, he said not in my area and they'd contact me when it was. This seemed wrong since I'd read it was available (and I guess he was just lying about contacting me?).
I called back and got a new guy, he said it was available but 'installation' was $300. This seemed wrong.
I tried a third time, this guy said I was confused and the word 'gigabit' didn't exist - I must be talking about the 'gigabyte data cap'. I begged him to click around his screen and look for gigabit service. He did and finally found it, "first I've seen this". I asked this guy about gigabit pro and he said it didn't exist.
I'd since switched to using comcast twitter to get someone at least moderately competent when I want something (they know about gigabit pro). Thankfully now I don't have to use them at all.
They are insanely difficult to buy stuff from.
During all those calls they keep pushing TV packages and get upset when I say no thank you. When I called to cancel they kept pushing promotional rates and asking me not to cancel. Even though my new service is less than half price, uncapped and has 30x more upload.
All that said, when the service itself is running it at least works pretty much all the time without issue.