As the email mentioned the old address it’s not likely that it has anything to do with your service being stopped at the new address, it’s only the date that’s coincidental.
How did the service at the new address get provided ( even though it only worked for a short time ) , was it a takeover of the previous occupants service , so no visit , you were simply advised to plug the equipment into an existing socket , or was it a ‘proper’ install , so engineer visit on the appointment date ?
If it were a takeover , then it’s possible that the service you have been using for the last few days was actually the previous occupants service, and in the same way your old service ( for your old address ) was programmed to end 24th , the previous occupants of this new address, their service may have also been programmed to end on the same day ….obviously it’s of no consolation though , as your new service was still were not correctly provided .
If it were a full installation, or you were bringing the phone number with you from the old address and the phone number worked for the few days you had service , then it’s not going to be the previous occupants service you were using , but the service going off may still have nothing to do with the email .
