Confusing clientzone. Unhelpful staff

I have been struggling with my line speed at home. Occasionally need to go off of wifi to send documents from my phone. I had a 50gb cap and 4mb line. After a few speed tests I see I'm only downloading at 1.2mbps. I send a support request to tell them to either fix my line speed or downgrade me to a 2mb cheaper line last night. This morning I have an email saying I can go downgrade my line in clientzone. I am a busy guy and should be at work by now but this Internet has been bothering me, so from about 7am I decide to search for how to downgrade my line speed. I struggle and eventually find a \change my package"link but notice it only has a place for me to change my cap. It doesn't even have my current data setting but after failing to find anywhere else to change my line speed I guess I may first need to select a cap"