No response to my downgrade request

<p>On the 15th of last month, I emailed the cancellations department in order to downgrade my line from 20mb VDSL to 10mb ADSL, as the new address I am living at cannot support 20mb as the underground cable needs replacing. I am paying for a 20mb line but getting the speeds of a 10mb and cannot get anyone to help me downgrade. It's funny I can phone and upgrade to a faster line and on the same day it is done, but when it comes to downgrading I get told to email instead of phone and the auto responder says it will take 21 business day just to get a response, however, it has been longer than 21 business days with no response. Just because I am downgrading does not mean I should be neglected, I am downgrading because your infrastructure is incapable of supplying me with the required service. I would like someone to please assist me with the downgrade before I get billed again for a service I am not getting.</p>