Wifi Max request - customer service is AWFUL

I recently used the VMConnect app to assess my signal quality in one of my rooms, and have managed to request a Wifi Max signal booster (I think) via the VM website, which needed me to sign up to a new contract.  I've done this and received an email stating that my order will be delivered on 30th May between 8am and 9pm via Yodel (great!).  It also stated (and I quote): "If you gave us your contact details, our delivery partner Yodel will text and/or email you with a 2 hour estimated delivery slot on the day."  What?  I am a VM customer, so they have my details!

Anyway, although the email states that delivery would have been yesterday (posting on 31st May), when checking the website this is what greeted me. 

Considering the website is the only source of 'customer service' we receive as customers (the chat function is a joke), what kind of use is this?  Why do we as customers have to spend time chasing stuff up CONSTANTLY because VM cannot sort their systems out?  I am SO frustrated with VM right now.  Their website is specifically designed as to NOT provide you real customer service.  It is only designed to keep customers at  arms' length.  And all this while they happily take £110+ a month from you.