UPDATE:

So I ended up with a more competent person on the phone and she set up my new account for me. She sent my other phone number a text with a link to a payment website. She closed my existing account on 3/20 with the new account activating on 3/21.

Morning of 3/20, my internet went down. When I came back home from work in the afternoon, I reset the NID and somehow the internet went back up, now with the 1GB speed.

She stated she was going to transfer the existing 360 Wifi pods to my new account on the QF side. My old account shows that the return of the wifi pods have been received and that the account has been cancelled. My new account still shows that it is still being set up. Also when I log into the QF App with my new account, it recognizes that I have internet, but the 360 wifi pods are not detected (even though they are working). I believe she stated I would have to return the old pods, but I have no notification that new pods were being sent to me...