Contract renewal issue again

I on 14th March received an offer to renew my contract as it was coming to an end. 
The renewal offer was to either continue with my existing package but included a hub 5 at no extra cost or to upgrade my broadband speed. I chose to renew my contract as the same package with the new hub 5 as stated.  
On the 21st March when I had heard nothing I called customer service and was told that they didn’t know why the order had not been put through and they would do that for me now. 
I confirmed over the phone that the renewal included a hub 5 router and the agent said this would be sent out. 
Again I heard nothing so I have again spoken to customer service today. This time I got the same story as to not being sure why the order had not been put through and they would do that for me now. However, now there is no record of the renewal including a new hub 5 and I was not getting one. 
A quick check in this forum and I see this is a common issue people are having. I sadly didn’t take a screen shot but I’ve seen others have done. Virgin seem to be making this offer to people to encourage them to renew and then completely denying that it is happening. 
The only reason I decided to renew my contract (2 months early!) was because of the hub 5 offer. 
I’ve been with virgin for many years and every year without fail there is an issue with renewing my contract. Every year it involves multiple calls to customer service, whatsapp chat etc. I think I'm done with it now and it’s time to see if another service provider can do any better.