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Upgrade Modem -error message SH400.127.9: Customer's account is ineligible for device swap

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Upgrade Modem -error message SH400.127.9: Customer's account is ineligible for device swap

Hello - I noticed that I need to upgrade my modem/device to be current and receive the best experience.  When I followed the instructions on your website, I get to the last step and receive the following error message: SH400.127.9: Customer's account is ineligible for device swap under that program.  I am paying $10 a month and would like to have your latest and most updated equipment.  Can you help?