Well, you can't agree package changes through the forum, and if that's a "new customer deal", they'll almost certainly say no. For all practical purposes there's next to no functionality to enable you to change your package online, so phoning is the only option. Don't select options for "changing my package", go through to options "about my account" and "thinking of leaving". If you get one of the offshore call centres, ask to be transferred to the UK customer retentions team. If they won't do that, then ring off and try another time..