Online application system did not work

After 4 days of trying to apply online for a new passport I have had to give up on it. The website does not allow me to progress beyond registration. In trying to sort this I spent an hour on the phone with an official a few days ago to no avail as even though she recreated my profile it did not allow her to progress either. I also sent messages to all three emails addresses listed for issues and got "does not exist" for 2 of them and the other sent back an automated message telling me to email one of the other addresses that "do not exist." Yesterday it did not allow me to enter as it scrolled for so long on the opening page that it did not allow me to enter the OTP. Today, it did not send me an OTP, and when I finally got through to someone at the call centre after about 25 minutes, she told me they had a problem today and it might be sorted by Monday. Well, if this is the case why can't you put a note on the website ? I then asked her to check if the lady I had previously spoken to had perhaps managed to progress the application and after about 5 minutes she came back and said she was not able to access my profile. She told me that for SOME people the website works and for others it doesn't. She recommended I go physically to an office to apply. Then, why have a website that claims how easy it is to use, when it actually doesn't work properly at all, and you are not able to get it to function ?