Service status on Virgin account and app is meaningless

My landline is not working (yet again). I reported this via a webchat first thing this morning and was told that an engineer appointment has been booked. However, I have not had a text confirmation of this appointment and on my account it says "looks like you don't have an engineer appointment booked." In addition, according to the status on my account (website and app), all of my services are working perfectly, which means that I can't try and book an appointment that way because it just says "try again in 24 hours." 

So I've just called Virgin (obviously having to use the 0345 number from my mobile because my landline isn't working so I can't call 150, and having to sit through the awful hold music and then explain the situation yet another agent) and have been assured that I definitely do have an appointment booked, and perhaps the status on my account will eventually update.

So my question is: what is the point of logging in to my account or using the app to try and check the status of my services and/or manage an appointment if the status shown is completely inaccurate?