New build issues

I am about to move into a new build the cable on rope is in the front garden also a brown virginmedia box is on the wall. I have attempted to speak to someone and on chat to no avail.

My issues are the postcode is associated with the address but they tell me there is no virginmedia currently available. Could they have the address registed as the plot number as this is how the developer initially registers the service apparently. Any help will be appreciated as speaking to operators just want to cancel my current services.

I would move from virginmedia but I don't want to lose my email. I've been a customer for at least 20 years