You could try an enquiry on your neighbour's address as he already has a Virgin service. If that also comes up 'no service' you have a stronger reason for telling Virgin that there is something wrong with their system that needs checking out.
Possibly more direct, you could phone Sales Dept and say you are thinking of signing to Virgin at the new address, but do not mention that you want to transfer. When the Sales Dept gets a sniff of new business it will probably move much faster than the useless customer service teams. Once details have been clarified, you could then explain to the Sales Team that it is a transfer of an existing service.
