Welcome to our Community and thank you so much for your first post; I am sorry that you're having issues since moving home.
Usually when you move home, we would supply you with new equipment unless we have specifically advised you can take it with you. I have not been able to locate your account from your forum information so can't check this as yet; I am sorry.
Did you contact us to advise you were moving so we could arrange what is called a Move and Transfer of your account to your new home? Have you had your new account set up and activated for your new property?You would get a brand new account number and online account.
Whilst we're not able to assist with the Mover and Transfer bit, if this has been done, we can take a look at your fault. If you have not contacted us about the move, you will need to do that first I'm afraid. You can contact the Movers team on 150/03454541111 or pop them a text on 07533051809.