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Let's say I want to change my mobile plan:

Online form/self-service: a few clicks. Done.

Calling my carrier: explaining what I want, turning down the offer to upgrade to a more expensive plan, hearing about a promotion I'm not interested in, etc...

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Or like The Times: No online cancellation, really small telephone service hours, "As per standard industry practice we will charge you an additional month, two if you are cancelling in the last week/two of the billing cycle".

Somehow, though, they managed to stop my service when I cancelled my card.

I was able to down-grade my subscription over email, which isn't as good as an on-line form, but better than a phone-call.

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