Talking to someone eventually got the job done. To be more precise, I have still got Sky movies, but my overall package cost reduced by 35 quid a month.
I am left with 2 issues. First, the website is woeful when it comes to a downgrade. Just be clear and concise on the page...Phone us on....or send a text to.....Then we will not run around in circles. I had initiated a complaint and eventually received a feedback request. Clicking on the link just sent me to a blank page with the hanster wheel spining interminably.... not a good look.