new account on credit report,my mortgage rejected and Credit score affects due to Virginmedia hard search

My credit report has notified me of a new virgin media account which is appearing on my file. I am using virgin media bradband,  My virgin media account number is [MOD EDIT: Removed].  I have moved new address on Nov 15 2025. I don't have any payment arrears. Just moved new home. I am not sure why your team did hard search on my credit profile. I am totally disappointed and frustrated. Because of this search all my  loans got cancelled and my plans got collapsed. Could you please have look and take necessary action and resolve the issues. Thank you.