Hathway — Unable to Upgrade Service

My uncle took an annual plan of Speedway 1 in Mumbai (plan was activated in March 2015) and when I advised him the benefit of a better plan he wanted my help in calling the customer care (CC) to upgrade the plan. So I called the CC number and spoke to an executive by the name Vivek. I requested him to upgrade the plan to HD 2 Stream and told him that we are ready to pay the difference for the upgrade. To my utter surprise I was told that is not possible! I was told that if I wish to take that plan I will have to forgo the amount paid earlier! Considering it's just been over a month and we have a full year to go we feel really cheated as customers. Why should a service provider not give consumers the option to upgrade? After all it is in the interest of the service provider! It is really strange and amounts to cheating of customers. Request you to please look into this matter seriously as I'm sure it will be beneficial to a lot more customers.