Why can't I see options for making changes to my plan?

Why am I being forced to contact customer service just to see what options I have for changing my plan? It seems ridiculous in this day and age that I just can't go onto my account and see what options are available for me. If I'm a new customer I have this option, but not as an existing customer. When I did chat with someone, they told me there was only 1 option available...I would lose Netflix, MGM, MAX, Showtime, drop down a tier in internet speed, lose my landline....all to save $20?!?!