Package downgrades usually take 30 days. If you have access to a mobile or any other landline you can contact VM on a freephone number 0800 052 0422, but best to call at 8am to avoid call queues
I suggest you speak to Retentions (thinking of leaving us) using options 1,1,4 and 4 as they usually have access to more systems.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali