This is the new normal for VM. This may explain the most practical option, although I believe the forum staff are temporarily trying to sort out the cancellations mess (don't let that stop you complaining to Ofcom though).
Now, it is possible they don't get round to sorting your cancellation out, but no matter. If you send a postal cancellation notice, get proof of posting, because so long as the letter is posted within the 14 days, it is regarded as a valid cooling off cancellation. I'm not sure if VM's staff will see it that way because the company's understanding and compliance with both Ofcom regulations and the law are often very iffy, but consumer protection law definitely does see it that way. Read if you wish section 32 paras 5 and 6 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
