Hi @Kyle0420,   Thanks for raising this to us. We'd love to help see what happened in this case, upgrading NBN plan does not require to upgrade or change the modem/router used in the old plan. We tried to use your community details to pull up the account, but it shows inactive account. To better understand the situation, shoot me a private message together with your account details (Username/Customer ID together with the address on file).    For reference: How do I private message (PM) in the community   Regards,     ... View more

Thanks Steve~~~ ... View more