Cancellation within 14 days

I’ve been trying to cancel my package within the 14 days of ordering cooling off period and finding it impossible.

I spoke to someone on online chat and they told me my order hadn’t actually gone through so there was nothing to cancel. Then I started receiving emails about my payments, billing, installation date - so it’s obviously all still going through! I tried to call Virgin on their phone line and after 30 minutes was hung up on without a call back.

I just want to cancel before my 14 days expires and worried about being drawn into to contract because no one will let me cancel. Terrible customer service!