You need to go back to school on the web application. I tried for a long time to work through finding a way to make a change on my account and the website is so busy trying to sell me something that I couldn't get my issues resolved. You should have a stripped down version just for customers and another for potential customers. BTW, I just found a great antenna for my TV so I cancelled FIOS. It has been a month and I have been fine - Netflix is amazing! and the Redbox DVD's? Such a Deal!