Upgrade to downgrade

Upgrade to downgrade 1. I wrote a emil to ask if I downgrade that won't affect my package , then decide to call Dstv customer care instead the lady make me think it has changed , she said I must pay so I dd that,wen I get hope still my Dstv not active .but I changed my pakage . How does this work cos I don't understand at all ND it's not the first time .