Tata Sky — Unable to change the pack

I am a tata sky customer. we have had a pack which I am trying to modify before the yearly recharge. However I am unable to change to the new selected pack. I tried to reach the toll free no. but that is also not working. This has been the case for every time I try to change the pack but due to complexity of web portal and no customer service I get tired and pay for the next year as its waste of time fumbling in the complex website of tata sky which doesn't change my preference. Few years back I had suggested to provide this feed back to the company which has still not been implemented. It is a horrible customer service by tata sky. The old pack is a default which is over priced as we hardly see these many channels while I am unable to change to the selected changed pack. How can I get to the newly preferred pack of channels? and Why is company not listening to the customer?