Hi Andy71seymour, welcome back to the community! Thank you for posting.
Sorry to hear of your difficulties cancelling with us via phone. We do aim to speak to all customers as quickly as possible. For best success try early in the morning as New Apollo has advised. Were you calling us from your VM landline or a mobile?
There are several ways you can get in touch to cancel.
The first would be via phone on 150 from a VM landline, or 0345 454 1111. You will want options 4 then 4 to speak to the retentions team to cancel.
Alternatively, you can send us a text on +44753 305 1809 where you will be re-routed to an available agent as soon as possible.
You can contact us via WhatsApp on +447305 327 112 where you will also be re-routed to an available agent asap.
You can also write to us at Virgin Media, Sunderland, SR43 4AA.
As Andrew has advised we would not recommend cancelling your direct debit as this can affect your credit rating if any payments are missed - however as a customer it is your prerogative to do so if you wish! You can manage your bills and make payments manually via your My Virgin Media account.
Let us know how you get on and if you require further support.
All the best!