Sorry to see you are both having probelms getting through.
There are currently 3 methods you can use to cancel.
1) You could try the text messaging service. Just send a text with a description of cancellation to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
2) You can also call 150 from your Virgin landline, or 0345 454 1111, but best to call at 8am to avoid call queues
3 ) Write to them to as per the terms and conditions. If writing send it by registered post.
It shouldn't take days to get a reply from the messaging service, that is completely unacceptable even making alllownces for the current climate, the number you posted was the one i used yesterday and just disconnected after 90+ minutes on hold, again that is unacceptable.
It would seem writing a letter is the only option, this in itself causes issues as it will mean the equipment will arrive and my service will have been activated and I will be expected to pay for that service even though I don't want it.
I actually had a call back this afternoon from the cancellations team, they told me they cannot cancel the order until I sign the contract that was emailed to me but I have never recieved one, the person I spoke to said they could not resend it so I am now stuck with an open order and no way of cancelling.
I called again on Monday and managed to get the order cancelled, the agent I spoke to on Monday could not understand why I had been told they couldn't resend the contract or why they agent said they couldn't cancel the order, they cancelled it without any issue and I recieved an email confirming the cancellation almost immediately