can't cancel plan

Hi there, I received a Virgin Media QuickStart kit in the mail. Upon installing, I realised that the Virgin HFC cable is not compatible with my house which uses an FTTP cable. 

I then tried to login to my Virgin Media account to cancel my plan. My password was not working. I then went through the process to change my password. No password change email ever reached my email address, despite upwards of 10 attempts to receive this email. 

I called customer support. They requested me to enter digits from my password. This did not work. 

Then via phone call I entered my account number and area code and rather than going through to a human customer support person, I received a text on how to pay my outstanding bill. I tried calling 15 times. 

I have now received an email to say I owe £47. This is ridiculous because I can't even connect the broadband to my house, let alone contact Virgin Media to cancel it! 

Please help me cancel my plan and waive the charges.