Changing business to residential address

Hi, I need help resolving an issue with my internet service.

I was previously using residential internet at my old address without any problem. After moving, I was told that my new address is classified as a business line, and I’m being required to switch to a much more expensive business plan.

This doesn’t make sense because I am using the service for personal residential use, and this is simply a move, not a new business setup.

I would like:

• My service to remain under a residential plan, or
• A clear explanation of why this address cannot be serviced as residential

If this cannot be resolved, I would like to escalate this issue.

This issue has not been resolved since last Saturday and is still ongoing as of today, Wednesday with the Palo Alto location.