Building not connected

I got an email just this Tuesday saying that my building has now been connected, which correlates with the last few months where there has been works on the street outside, and I now have a box outside my front door. But when I tried to arrange an engineer to connect my flat and become a customer, I got told that my building isn't in fact connected. The postcode checker for my postcode says that I should be able to get Virgin Media too, so I'm not sure what's going on or how to fix the issue.