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Cancellation difficulties

Level 2

I have tried to cancel my ADSL plan twice now over the chat facility, and I can appreciate there are difficulties that this present time, but I keep getting told I'm being transferred to accounts department and then nothing else happens. I gave up after 30mins on my first attempt as I thought I was disconnected, but now I have been waiting for over an hour on my second attempt and no response.

Why can you not just cancel through the online "accounts portal"?