Thanks for using the forums, I am sorry you were having trouble getting through to the downgrades team.
We wouldn't be able to help on here for that sort of issue, however I can see from your services that you have managed to chat with someone since posting. Can I ask if you were able to get the deal you wanted?
Just as a bit of useful info on this aspect, sometimes downgrading and taking off a part of your current package can result in a higher price, this is because the hefty discount that was applied is no longer applicable without that part of the bundle.
The best example I can give is when you get a meal deal from your local supermarket, you may not want to crisps/drink, but without them you won't get the cheap offer 🙂
Also, our packages teams can be called on 0345 454 1111, option 1, 4 and choose the option that best fits your need. Or you can also use our text service on 0753 305 1809.
I hope this helps you and any other customers looking for help!