You can cancel in writing. Search for Virgin Media terms and conditions, when you've got up the VM page with those, check out section N and M. There's a postal address given, obviously you'll want to use recorded delivery.
Apart from that I agree wholeheartedly with your thoughts on VM customer service. Many other companies are managing really well indeed, and the whole Covid business is simply showing up the ones who really don't give a tinker's cuss about their customers. In the past nine months I've encountered some superb customer service from companies who care enough to make things work when you can't operate your call centres normally, which shows that Covid is no excuse.
But despite this, Virgin Media think they're doing enough to deserve an inflation busting price rise. It's almost as though VM is run by somebody able to combine the meagre organisational talents of Matt Hancock and the self delusion of Donald Trump.
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