Can't move my Virgin - told my new address is for a business... but it isn't!

Hello.

I'm trying to move my Virgin Media broadband and TV to a new flat, but am being told they can't do it, as the address is registered for a business. 

But the address can be found straight away when using the Virgin Media residential postcode checker, and I called a couple of times a few months back to double check the move would be no problem, before I bought the flat! It is just a standard flat, and no business is run out of it.

The woman in the call centre gave me the business number, but it won't let me speak to anyone. I just want the address converted to residential, so I can have my connection moved.

Please help.