Flat not serviceable

I recently purchased a flat in Gloucester, [MOD EDIT: Personal info], which is currently rented out. My tenant has been actively trying to arrange a Virgin Media broadband connection, but customer service continues to insist that the address is not serviceable.

This is particularly confusing, as most of the neighbouring flats in the same building, including those directly adjacent already have active Virgin Media connections. Despite this, your website indicates that service is unavailable at my property. When I contacted your sales team, I was told that if the website shows no availability, there’s nothing they can do.

I would really appreciate it if you could look into this further, help clarify why this is happening, and ideally assist in resolving the issue so my tenant can get connected as soon as possible.

Kind Regards

Pedro