I finally upgraded my 8 yr old router when my contract was running out and also upgraded my speed from 35/35 to 50/50. I could not complete my order without scheduling a technician to come over for the "installation." The router arrived and I swapped it out, no issues, and I don't see what the technician visit is for.
When I used the chat feature on the site I got so frustrated with whoever it was, who clearly could not understand my question, that I had to end it.