Hello, I have this same problem. I need to tweak with an agent, I ave a vacation pkg. that ended, the amount skyrocketed, I was charged double and now a I want to downgrade services. I cannot get into a my account page as my email isnone the technician made up when I had security out in, and it won't let me verify with my cell number that I have for my permanent home account, I need to link them, but can't. Please let me private message you for help.