BOI Request a new rate Service

Has anybody used this service? It is not clear whether you can use it to break out of an existing fixed rate, and I am struggling to get through to BOI on the phone.

The video they link to is from 2017, so it's not a new service. I wonder how they handle break fees. Do they just impose the break fee on you without getting any further acknowledgement from you that you still want to go ahead with the switch? Do they they capitalise the break fee (add it on to your mortgage balance)?