This is probably why you can't get through Paul:
https://www.sky.com/shop/covid19-upd...qEGUppgvPD_BwE
The trouble is, I believe that you can't cancel online. They'll want to speak to you to persuade you not to cancel. I've heard of horror stories where people have been trying to persuade Sky to cancel or downgrade and it's taken hours
No idea if VM are the same.