VM available to upstairs neighbour, but not to me? Help!

Hi there,

I reeeaaaally want to get Virgin Media broadband, as I am recently out of contract with my current provider. When I use the availability checker, and select my address it says it's unavailable, yet my upstairs neighbour in my block of flats has Virgin, as well as at least one other flat in my 6-flat block.

Please can you help? 🙏