Log into your Virgin account via a desktop browser if you can, that offers far richer options and resources for you to find out. It should even hold your order details - if you're still struggling, let us know! 🙂
Were you able to check your online account to see if the new hub had been ordered?
I've been able to locate your account and can see that there is currently an ongoing SNR outage in your area which will be causing you some issues with your broadband connection. This issue is estimated to be fixed by 28th June.
What was the reason for needing a new hub? If you have been experiencing connection issues, it will be a result of the SNR outage rather than issue with your hub.