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HELP! I'm trying to downgrade and all I get is "I can't help you"

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HELP! I'm trying to downgrade and all I get is "I can't help you"

I have tried calling and chatting... I keep being told that they cannot help me.  I have to downgrade...get rid of phone service, less tv channels and no DVR, I need something under $100 total a month and it doesn't seem possible.  How do you get them to help you?