Lack of services to new development

Hi All,

I moved to a new build property in 2023 and as an existing customer of Virgin was told that I couldn't bring the services to the new property due to the infrastructure not being ready.

I thought fair enough I will wait and check back in at a later date. A couple of weeks after moving in, I was walking the dogs and noticed that multiple other houses on the development had already had the cable ran from the exchange to their property and could see it connected to the brown Virgin media box on the front of the houses. However, every time I check the site it says that I am not in a serviceable area and they will keep me posted.

I have called the sales and customer service line to try and explain that there are in fact other houses on my development with the services, but it just appears to be my postcode and address that is affected and get absolutely nowhere because the operators are obviously following a script... but it's like my address just isn't on the system somewhere or something?

I was wondering if anyone has had similar issues in the past and how you were able to resolve them?

Thanks,