With regards to cancellations I am afraid they cannot be dealt with in the forum.
Due to the current situation there is a text message only service is available via: 07533051809 Just send a text with the issue you are facing and someone will get back to you as soon as they can. Please bear in mind at this time this service does also have a high load and may take quite some time getting back to you. You can also call in on 150 or 0345 454 1111 best times to call are first thing in the morning, use the option "Thinking of leaving", but again wait times my be long.
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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.