Hi Danielle2206,
The best method is phoning. You can call 150 from a Virgin landline, or 0345 454 1111, (thinking of leaving us option) but best to call at 8am to avoid call queues - You can also negotiate a new contract with this team and discuss the broadband connection with them.
It sounds like your son is using wifi to connect to the internet, the tech guru's in this forum can offer advice to help you improve the connection
You could also 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.
Or write to VM to as per the terms and conditions. If writing send it by registered post.
Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG;
https://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services#end
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali