Package downgrade following bereavement.

I have been trying for 4 hours this afternoon to get through to someone, to downgrade my Mother's Virgin package.  Her husband of 60 years (my father) died recently.  As a consequence her income is much lower than it was.    She can't afford and doesn't need the £170/month package they were paying for.  The £30/month broadband and phone package would be fine.   She is nearly 81 years old and was reduced to tears of frustration trying to get through to someone yesterday.

We may simply have to just cancel the direct debit and cancel that way.  But it seems ridiculous to have to do that.  Presumably Virgin want to keep customers if they possibly can.  The whole procedure is extremely distressing for the whole family.