Unable to downgrade internet plan

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Hello, @user_1ae873! Thank you for reaching out to the community regarding the downgrade you're interested in. I'm sorry to hear you've had trouble online, and I would love to help however I can! We received a Direct Message from you as well, but we'll try to assist you here first for the sake of the community, when at all possible.

Please note that sending unsolicited private messages to myself or any other user is a direct violation of our Forums guidelines. You must first create your own public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, and I look forward to assisting you further!

To clarify, were you attempting to repackage your service using our Plan Builder, by chance? Or were you simply logged into My Account online, trying to make changes that way?