The team are also available over the text service on 0753 305 1809, please text your query and go through the few automated questions so this can be put through to the correct department to help with this.
Maybe I should have been clearer, tbis was all done via the text service after wasting time previously on the phone.
The website self help section is designed only for upgrades i.e. getting more money from us. In the current situation and in light if the multitude of complaints about service it would make sense to add contract reduction and cancellations to it. This would surely reduce the work load for the Customer Service dept which is obviously stretched too far.
However, we cannot have disconnections or downgrades down on the online account as this can sometimes involve charges or contract changes which have to be manually processed. We do however, have our Customer Care team and Retentions teams all available via the text service in order to assist you.
I can only apologise about the delay; I am unsure as to the reasons for that as we have been replying and assisting with customers very quickly over the last couple of weeks. Have you since been able to get the help you need with your package change?