We've tried to downgrade our Virgin Broadband but never managed to succeed no matter how many times we tried to call. They ask for some passwords, which they ar

We've tried to downgrade our Virgin Broadband but never managed to succeed no matter how many times we tried to call. They ask for some passwords, which they are suppose to send by mail but never send it; they ask to verify our identity but always find some reason why they couldn't verify (despite having full access to our account). Every time it's 15-20 min wait in the phone, every time different new BS from a different operator, it's quite infuriating. Eventually, our contract expired and got auto-renewed to a more expensive one (because the one we were on didn't exist anymore). So every month we're paying for something we don't need, like TV etc, and we don't have a choice because there's only Virgin where we are.