MWEB Cancellations

I have experienced that MWEB has worked perfectly for me. I have Wireless product from them and also VOIP. Excellent no complaints. The only problem I have is I can't cancel my VOIP. If you log in and fill in the section to cancel it time out all the time. If you phone it does not reconise the numbers you dial. But for upgrades no problem it works perfectly. Now with lock down I cant go to them, so it seems I am stuck with a product I don't want.