Broadband Issue

Hi

My neighbours who are right next door tgeir house is attached with mine they have full fiber broadband availabke to them and all the other houses on the postcode but only my house does not have virgin media broadband available the virgin media line goes from the street to each house but my house does not havs any connection i currently rent tgat house so i want to get a connection. I contacted help line but they did not know what to do. Please look into this matter.