After numerous complaints still no reaction

Last year I posted a complaint. Since we moved in Aug of last year, I have been struggling with reception. Unable to make phone calls, I send Virgin numerous emails about my predicament. They promised me that technicians will sort the problem.....needless to say, no one ever came out, and I am still left with poor to no reception. Also, the phone which I received had a problem, which surprisingly, they fixed first time round. Now, once again, the phone has the same problem. Unresponsive touch screen. Only now, I am not receiving any feedback from Virgin, and the guy I have been dealing with ignores me. The phone is not even a year old. I asked them to email me the t&c's for cancellation, which I also never received. I have more than a year to pay for a contract on which I have poor reception and a non functioning phone. Surely on these grounds I must be able to cancel contract without being penalized. I use it only to send sms's. I had to buy a mtn pay as you go and new phone so that I can at least make calls in an emergency. I find it super ridiculous and frustrating....