Moving home with no mortgage

On Virgin Media’s help pages, it states that if you are moving home to a house that is not covered by Virgin, that you can leave early without paying an early exit fee. That’s not the issue here, as we are moving to a rural house. The policy goes on to state that you must prove to Virgin that you are moving this your new home by providing proof, such as a mortgage statement or rental agreement. We are actually purchasing the property privately and paying for it using the money from selling our house, which we own outright. We do not have a mortgage. So, how can we prove the house purchase when we do not have a mortgage or a tenancy agreement and we are undertaking the survey and conveyancing privately, not through a solicitor. I am severely disabled and I have repeatedly tried using chat, for hours and just go round in circles, or, frustratingly get cut off.  The last time I tried the phone Virgin, the lady on the other end could not understand my query, and just kept saying, I do not understand. Over and over again. I hung up.  I am finding this whole fiasco exhausting and do not know what to do. Obviously I can prove we are selling our house and will not legally be the owners anymore, the new house is in a field in the country and does not even have fibre cables, never mind access to the Virgin network. Can anyone offer me assistance, before I raise this as a formal complaint. As for giving extra support to disabled customers, clearly this is lip service at best.