NOW Internet

I restarted my NOW services on August 3rd. I moved apartment units on August 4th. I cancelled the plan from the previous unit yesterday and attempted to set up a new plan for my current unit. 

It kept saying my payment was declined and that I needed to update my payment information. I cancelled the new plan for my new unit. Every time I try to set up a new plan, I get told I need to contact customer service and then being told by customer service that they are unable to help me because of the department they’re in. My understanding is that now services are meant to be handled by the customer, so I don’t understand why I need to contact customer service just to be told they can’t assist.

How do I set up for my new unit and get my router activated? Is it possible to not have a new router mailed to me because now I have two? How can I prevent the system from telling me my payment is declined when it shouldn’t be (do I have to wait for my previous prepaid service to “end”(wait the whole 30 days) before setting up?)?