Hi @alvinlam, we're here to help out.    As the first account has been inactive/cancelled, a new account will be created for the new application hence the new customer ID.   1. What type of service do you have? For some TPG services, you must make an initial prepayment of $20. This is used for charges outside your plan's included value. The prepayment is non-refundable.   2. It does not work that way. As you have an internet and phone bundle, you have to use the hardware configured with the new account.    3. We'll have our Accounts Team investigate the conversation you had with our customer report about the return of the modem and assess the refund.   Please send us a private message so we can grab your complete details and we'll go from there.  ... View more

Hi @alvinlam    First, in the case that I move to another location, am I still able to use current modem? - Yes, you'll still be able to use the TPG provided modem/router. You just need to configure them in case you'll get a new username and password, etc. Second, in the case that I cancel my contract with TPG, do I need to return the modem ? In which circumstance I can keep it with me ? And what happen if I don't return it ? - If you have a bundled service with no contract, then it means that the modem/router was given to you for free. No need to return it to us.   BasilDV ... View more

Glad to be of assistance, @alvinlam      ... View more