@Kat-brooks
As you have said that you tried the settings @gavs82008 mentions, (but try them again, just to be sure), it may be that someone has changed the defaults on your router.
If so, and you don’t know the new values, factory reset the router, and they will go back to the defaults,
Though before you do this, make a note of what the WiFi SSID and password are, for each of the 5GHz and 2.4GHz bands if different, as if these have been changed, they will go back to their defaults, as per the label on the bottom of the router, and you will need to re-establish the non-default values you have now.
I would suggest, too, that once you have made your admin changes, you change the default admin password, and maybe even the name, as having the defaults is a security risk.
Which is why perhaps someone has changed them, though you not knowing the current values is a bear 😢
Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
