If the application is being processed outside Canada they would have no information. My application is being processed in London VO and hence the call centre guys had no information and told me to contact the London VO directlySince you had a status update on your login, indicates thats your application is moving along and its a matter of time before you get the PPR.
To find out why is it taking such a long time, I'd suggest you call IRCC call center or to know whats going on in your application order GCMS notes