Hi thanks for the response.
I was eventually able to get the cancellation done via SMS using this number: +44 7533 051809. I did also send a letter but the SMS method worked out first.
I think it would be helpful to Virgin Media customers if these methods were clear options on the website rather than directing everyone to the clearly overwhelmed/under-staffed telephone system.
I understand that VM is a business trying to make a profit and so they wish to try and talk people out of leaving. But honestly, a better approach is openness, good value for money and properly staffing your support channels. Then people will only leave when they have to, not from choice.
Cheers,
Graham