Do you think that is the issue? Tech support @ Virgin said they can see the booster and it is correctly installed. Clearly I am unable to view if that's the case or what devices are connected.
Having used various Apps with various companies (Barclaycard, British Gas, VirginMedia etc) I have been quite often misinformed that the issue(s) is with the end user, however ultimately advised they subsequently identified an ongoing issue with the App itself. Unfortunately VirginMedia, when they sent the booster to me, insisted they had been delivered/signed for, which they had not. After several hours on the phone + a complaint the courier admitted they had not been delivered at all. The complaint was not responded to for two months, until I raised the issue with the CEO.