Unable to set up the WiFi in our new home as there's already an active account

We have just moved into our first home 2 weeks ago and have been without WiFi this whole time.

Virgin Media told me, after I placed an order that, my address is already active and looks like I'm not the service owner. So I cannot get my wifi unless the ongoing service has been cancelled (or transferred but this could take weeks).

We own the property and we are being told we aren't allowed to set up the WiFi here..

They also told me they would try to contact the previous tenant to verify that, but I queried that because no response after one week. They did not ask me to provide documents to prove I'm the current of this address. I want to send them documents to prove that I'm living here but I don't know how.

I also tried to find and get in touch with the previous tenant via estate agents. However, not been any progress, until now.

I hope to know how we can solve this now as we start work tomorrow and have no WiFi to be able to do this.

Wishes to anyone who encountered a similar problem or to anyone that came help sort this now, otherwise we will be forced to use another provider. 

Thanks