Hi herchallenge,
Welcome to the Communtiy Forums.
I'm sorry to hear you're having some trouble getting through to us. Can you please confirm if you're looking to cancel or change your package? Sadly we cannot help with cancellations or package changes from here. If you would like to change your package, you would need to call us on 0345 454 1111 or text us on 0753 305 1809.
If you're just looking to cancel, you would also need to either call us on 0345 454 1111 or write to us at Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG
I'm sorry I couldn't be of more help from here.
Kind regards,
Beth