Glad your service is working, I can explain the unauthorized changes in your service. Some time ago, they put a new faster service in place, and they sent out emails as well as info on bills about the change from 300/30 to the new 500/10. Since most people need faster download than upload, the info that was sent out advised the change would be automatic, unless you called to request no change. ALSO, there was a method in place that if the change took place, and you called in within a certain period of time, they could put in a tkt to have it reversed back to the 300/30, which obviously you, as well as any number of people who stream up to twitch or use a vmware vpn required the higher upload speeds. BTW, NICE router, I just don't have the funds for something that nice, so I am sticking with my Arris DG2460, wifi modem..