Unfairly penalised - impossible to cancel

I have two active services with Home-Connect and need to cancel the one service as we have moved premises. Unfortunately, I have not received a response to my email from 29/11/2021 to cancel the one service. I have subsequently sent a Whatsapp to +***5 with no response and called ***, pressed 2 for customer service, and the line kept playing music and eventually cut me off every time after multiple attempts.

The website forces the user to pay two months' penalty, even though my contract has reached its 12-month maturity. It is frustrating and time-wasting to do a straightforward thing.