Sorry about the experience you have had with cancelling the order. I understand you wish to cancel the order which is absolutely fine and you are well within your rights to do so.
When the team place an order for a handset it can sometimes prevent the them from cancelling the account until the device has been delivered and closed on the system or returned back to Virgin undelivered. That's not to say we are refusing your right to cancel, only that other steps need to happen first before it can be processed.
If you do not wish to receive the handset then I would suggest contacting yodel and refusing delivery of the item. This will trigger the return of the device and also the contract. If you wish to accept delivery of the phone that will close the order, once done the team will be able to cancel the contract for you and arrange for a return bag to be sent out for you.
Really sorry for the inconvenience this is causing you but if you get back in touch with the team once you have either accepted delivery or refused delivery they will be happy to help you further.
It would have been great if one of your "customer service " colleagues had provided me with that info regarding the delivery earlier this week. As it is, by the time I received your message this evening Yodel had already made the delivery.
Interestingly after your colleagues telling me that I would have to be in to sign for the delivery - which led to my initial panic about not getting the phone - I came home this evening to find that the box had literally been left on my doorstep! You're flipping lucky that it wasn't nicked! So much for not accepting the delivery, I wasn't actually given any choice.
So the upshot is, after a week of stress and spending literally hours on this, to ensure I had a phone to transfer my number to, I now have two!
I am not paying anything to return this package to you, when I was clear that I didn't want it before it was even dispatched and was then advised that I could refuse it.
With regards to cancelling the order, I understand what your saying, however, it doesn't match your T&Cs which is the legal basis of the contract. If you can't cancel until the equipment is delivered, then that should be in the agreement.