UPDATE
OK so due to Corona virus, call centres are closed and no-one is progressing my complaint. Unfortunately, my family is now on a 14 day quarantine and we can't leave the house.
So my 7 and 3 year old want their cartoons now more than ever.
I'm going to bite the bullet and pay the extra for them. I think the only way I'm getting out of this 12 month contract now is to write a letter and post it the old fashioned way.
What annoys me the most is that they will sign you up or let you pay for more instantly but when you are not happy then you get no communication or feedback whatsoever.
Even before the virus the call centre is a joke and this could (and should) have been dealt with nearly 2 weeks ago.