Moving house and can’t get connected

We are due to move into a new home (new build) and it seems that Virgin is our best bet for fast broadband. However the website doesn’t recognise our address (as it’s a new house).

I can see that Virgin supply in the area as they supply the house next door. However when I have spoken to Virgin they are telling me they cannot send an engineer out as they don’t operate in the area. I have tried speaking to the Sales team as well as the Pre-Installations team. 

Can anyone help with what I need to do next? We have no way of getting any broadband at present