Hello ummuhudaifah
Thank you for taking the time to raise your query via the forums and welcome to the community.
Have you been able to speak to the team since your post in regards to this?
You can check here virg.in/checker using the postcode of your new property but from what you have posted this may be something you have already done? If not, please give this a try.
If you need further assistance please let us know and we'll help as much as we can.
Rob