Why is it impossible to Change internet/TV Plan

[Broad54]

My 2 year promotion on my internet and TV deal expired in June/July, I have been trying for the past month to change it.  I have tried all the suggested methods in the website login and the app.  I have been left hanging for 2 days just to have a message response in the Chat.  The automated help is not helpful at all.  I have waited hours on the phone with no real person connecting.  I don't want to cancel my services, but I am close to that.

[TELUS_Support]

We’re sorry to hear about the difficulties you’ve had in getting your services updated. This isn’t the experience we want for our customers. We’ll send you a private message shortly to assist further and work on resolving this for you.