Why not? Just an upgrade what, I upgraded my packages twice, nothing changed to my no. or anything.

Just remove "all".

Well, they didn't give it to me right there.

It's an upgrade, but it looks like they are treating it like it's a new application because they are sending a technician over on Monday with everything.

Sounds a bit suspicious. Guess I will just have to check the bill properly for the next few months to make sure I am not charged for anything I shouldn't be.

As expected, guy called today with excuses. Claimed that 'warehouse tak cukup stok router', so 'kena tunggu stok baru datang'. No big deal, I guess, since the general consensus seems to be that the current batch of routers is worse than the DIR-615... so no rush. But I did insist that he bring a new STB asap, because who knows when the stok baru router will datang.

As for the BTU, after speaking with condo management, I went back to TMpoint late last week and asked them to arrange for an ONU instead of a new VDSL modem, so that Unifi can come in on the fibre rather than the phone line, and so I have the option of 50Mbps and more in the future.

In any case, everything is working well at the moment, so I am hesitant to touch or change anything in case the 'balance' is disrupted  .

As for your case, did you remind them that your equipment is 4+ years old, and it would be unfair to have to sign a new 2-year contract like a new application and not get new equipment? It wasn't straightforward for me either. Took a good 20-30 mins of negotiation, threat and wheedling. They are instructed to say no when asked initially, so don't give up so easily. If necessary, ask to speak to a someone more senior. I lucked out, I guess.