I have had innumerable problems for a long time and always had the problem that when I called UPC or sent them a Twitter message, it took a week for them to tell Naxoo and a week for Naxoo to do somehting. so I was very frustrated.
Now I have the secret.
I went to their cancellation page and started a web chat with one of their agents with the intention of cancelling.
Brilliant!! They solved the problem and gave the type of support we all want so now I am a happy customer!!
Well done UPC but take not of some of your customers feedback and all will be well