can't downgrade plan

Hi, @jdhigginson. Thank you for reaching out and creating a new post. I understand you would like to make some changes to your plan, and we can certainly help. As a heads-up, it can take a day or two for a reply from our team. We work on each post/case as they come, and we'll reach back on your post with any assistance you need as we get to your request. I did see your direct message, and I will follow up there shortly. 
However, I wanted to bring to your attention that sending an unsolicited private message is a violation of the community guidelines which you can find here. I can completely understand the urgency for assistance, but I wanted to give you a heads-up as you create posts in the future. 

Perhaps that is why it took 5 days to resolve my simple issue.  Only at Comcast would it be against the rules to contact customer service.  Such a requirement for your guidelines and hiding the ability to contact customer service directly are completely antithetical to the idea of customer service and I hope your company makes a decision to ultimately help rather than hinder people. Unfortunately, given your company's history, it will likely take legal action. But maybe after your customers continue to leave in droves, someone at the top will decide that their obstructionist policies are not in the best interest of those you purport to serve.