Address is not listed, neighbours have it- spoke to Virgin on phone - less than helpful

My partner and I just moved house to a new build. We tried getting WiFi sorted with Virgin as we had no luck with BT/Open Reach and Fibre as we were told it was not available to us. We then spoke to our new neighbours who told us they were with Virgin so we typed in our postcode and the people next door to us on both sides of the house both could be seen however, the house we are in was not displayed - so my partner tried calling Virgin on Sunday morning. He was on hold for over an hour with Virgin whilst they tried to ‘confirm’ the house. It is definitely an address listed with Royal Mail as we have checked and it’s all official  so we can’t understand why it was so difficult to confirm and verify - the lady who worked for Virgin then hung up and we had to try the process all over again. This time we spoke to a different person who then said he would check for us again. He the came back and told us there is nothing that Virgin can do and hung up which I personally find ridiculous as both sets of neighbours have Virgin beside us and one of their boxes is in their front garden to which they have said they do not mind a line running through their garden to our house to get our house connected to the internet. Just wondering if a manager can sort this out as being on hold for an hour to be told nothing can be done was a waste of time and was to be honest a disappointment!