unless you are giving them more money they do not help you. I was called Sir (I am female) several times even after correcting them. I do not have a masculine voice in any way and my bill is issued to Ms. so I think they were just doing it to annoy me. Funny now but so frustrating at the time! Took nearly a year to get money I was owed.
Piece of advice - always choose the option to upgrade your subscription and you get through straight away.Then tell them you're cancelling the whole lot and you'll be put through to their 'account saving' team who wil lbe more than happy to downgrade you thinking they've saved your account.
All done in less than 5 mins usually..