Difficulty to order a Wifi Pod

I am finishing to do a roof conversion to my flat to have two bedrooms for my children. The wifi is very weak or inexistant in that part of the flat and I asked Virgin to order a wifi pod. This costs £8/ month, I am happy to pay for this on top of my subscription but Virgin says the request needs to be escalated to a manager to have some sort of approval. No one came back to me on this and I called Virgin three times already this week. 

I dont understand why we cannot order a wifi as we wish,