You could raise a complaint via the official complaints process, at the very least this would log your desire to do so on your account. That said, you're actually now posting to the place most likely to see someone take your problem in hand, even if it takes a few days to get to you. The staff on this forum seem helpful, unlike trying customer services by phone.
If you're determined to cancel, then writing an old-fashioned letter & sending it recorded delivery to the address here:
If you’re out of contract: cancelling Virgin Media broadband for free
If the fixed-term part of your Virgin Media broadband contract has finished, or you are still within the 14-day cooling-off period, you can cancel for free. The company will try to persuade you to stay but there is nothing to say you have to if you don’t want to.
All you need to do is call Virgin Media and select the option ‘If you’re thinking of leaving Virgin Media’. Call 150 from your Virgin Media telephone or call 0345 454 1111 from any other phone to cancel. For more information, do check out our Virgin Media customer service numbers page.
Or you can write to:
Customer Service Virgin Media
PO Boc 333, Matrix court
Swansea
SA7 9ZJ
Source https://www.broadbandgenie.co.uk/providers/virgin-media/broadband/how-to-cancel-virgin-media-broadba...