Hi jkdownie,
Welcome to the Community Forums and thanks for your post, many apologies for our delayed response from here.
It's a shame to hear you're looking to cancel your services - I'm afraid that there is not an option to cancel your services online and I'm very sorry that you were told this. It's not the level of service we aim to provide at all. I will feed this back to both the agent and their manager.
Can you let us know if you have been able to speak with the team again since posting? I'm afraid we are unable to process disconnections or package changes from here, but if you need anything else we'll be more than happy to help.
Beth