Hi rokensam,
They should be able to regrade your package on the phone. It's 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) but best to call at 8am to avoid call queues - If they don't help try the cancellations route as they can change your package too, options 1,1,4 and 4(thinking of leaving us)
You could also try the text messaging service.Just send a text with a description of regrade to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali