changing plans

Why is it impossible to change plans online now? no online live rep chat, no listing of prices or plans anywhere on your website, no answers to these questions in the forum, no one reponds to facebook messenger, twitter is yet another joke you direct customers to and your call center just loves to have you on hold for an hour only to disconnect you, putting you at the back of the line. I need to downgrade due to a job loss, but you are quicly turning my mind into simply cancelling my whole package....have been paying between 250-275 for years now and this is how I am treated.....i see you really "CARE" about your customers........what a joke