For two weeks now, I've been trying to break Virgin's internet contract after a minimum contract period because I'm going abroad. At first, you told me 3 times that you would send me a phone support password to an email, then it didn't happen, after all, you don't answer the phone and you redirect it to https://www.virginmedia.com/help/package-changes, where if I try to move on I have a "Oops! Something went wrong. Sorry, we're unable to change your package online." I feel cheated. I can't break my contract and I may have to pay for next month even though I'm not in the country.
When you phone up if you fail the password question the call should still be picked up by an agent who can ask further questions to verify you as the account holder.
The password is actually the memorable word that you gave when registering. This may be your mothers maiden name, the town you live in etc. When you ask for a reminder to be sent it will be sent by post to your home address, and not by email.
When you call you should be asking to the cancellation team, not the regrade team, you are cancelling not changing your package.
You could try the text messaging service. Just send a text with a description of cancellation to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
You can also call 150 from your Virgin landline, or 0345 454 1111, options 1,1,4 and 4 (thinking of leaving us) but best to call at 8am to avoid call queues
Or write to them to as per the terms and conditions. If writing send it by registered post.