I found them non-responsive even pre-virus. Email was a waste of time, countless calls at varying hours of the day got the same messaging, long waits on hold. I got though one time and actually talked to a tech but when it came to a needed follow-up call it was same old same old.
OP, call Bullet and have them set you up with something, just ask to speak to Tim Goolsby, be all ears, and go with what he recommends. Then be patient.