Account closed even due to Virgin not recognising address

I recently moved house to 16a xxx in early april, a top floor loft in a block of flats. The previous owner had fitted a virgin cable and said this was the best provider. When I moved in, I contacted virgin who immediately set me up with a box, unknown to me the account was set up incorrectly on no 16  (not 16a). I used and paid for broadband services from April through May, when unexpectedly on the 17th of May my account was closed with no prior warning because it was a duplicate on 16 . I wanted to continue using virgin and have had no luck trying to call virgin media as every member passes me onto another. I want to use virgin, and have asked the previous owner for an invoice or proof that they used Virgin previously and had a cable fitted. I believe this is a glitch or Mistake on the Virgin system.