As Mr S says - they need to ask for an upgrade, but call sales and not Tech Support. Sales willl sort it in a few minutes - but you may need to go back and install the new modem/router.
They are not the only ones out there - there will be some on every exchange either because they refuse the upgrade when offered or have not requested it or responded to emails. Some are still use the old green stingray modem!
M H C
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