Wi-Fi Pods and useless connect app unable to order

Hi all, spent too much time on this already and hoping someone in the community or from Virgin can help. We switched to Virgin from Sky as part of getting new phones on an 02 contract and have to say am slightly regretting the decision due to the poor performance of the Virgin Hub and that it isn’t possible it would seem to order the pods via the connect app. Even more insane is the fact that due to the hubs poor range, against the Sky equivalent, it can’t even pick up a signal at the back of the house so I can’t even take a reading via the connect app to support getting the pods??? It just asks me to try again in ten minutes. I could try again in a hundred years… the engineer when installing it all checked the rooms and agreed it was poor but assured us after 10 days we could simply download the app and order them free of charge because of our contract. He lied, it’s not easy at all and I can’t see anyway of doing it via the app and can’t be bothered to phone up in a queue for an hour either. Any help would be much appreciated as at the moment wishing I stuck with Sky as at least one Hub connected the whole house.