Gone away form

I moved into a new house and was supposed to have everything delivered on Friday to set up the internet, we didn’t get any updates or hear anything from Virgin on the day so I called to find out what was happening and the person I spoke with told me that the previous tenant at our address was still connected so they cancelled our order.

I’m not sure what to do now, I received an email saying something about a gone away form but besides that I have no idea what’s happening. Should I just go elsewhere? I really need internet set up quickly for work and I don’t know how long this process is going to take, the lack of communication has been a bit frustrating tbh.