on 17-08-2012 15:20
I am sick to the point of crying with frutration with VM.
After 3.5 months, I have finally had a repull of my line and got a half-working landline. BUT the problems still continue.
Yesterday, the faults section of VM send out a technician to investigate why I could make calls but not receive calls on my phoneline. It appeared the number has not been ported over from SKY yet- I can still receive calls if I plug the phone line into the SKY phone socket, but can make them if I plug the line into the VM socket. As it would take 10 days to port the number over fully, as I'd requested when I booked my services in April, I agreed with the technician that a new number would be allocated to that line and the port would be abandoned. By the time he left yesterday afternoon, I had a new number which I could use to make and recieve calls. Perfect.
This morning, that was still the case. All working fine. Until about 1.30pm, when I received a call on my mobile from my friend asking what was up with my landline. New number was not working- dead. Old SKY number as before ringing and ringing, but not at this property. But as before, again, I can ring out on the number and when I ring my mobile form landline, that is the number that comes up. The newly allocated number has disappeared into the ether somewhere.
So I ring VM on 150 (I can still ring out, but not receive calls). Speak to someone in faults who can barely speak and understand english who tells me my number is being ported over, then changes his mind and tells me that SKY is unable to port the number and therefore they are in the process of changing my number to a VM one. He (eventually) agrees to give me the new number, which is a totally different number again, and apparently will be working from tomorrow evening- sometime.
In the meantime, once again, I am left able to make calls, but not receive them. I also have to contact everyone again to give them yet another new phone number for myself- although I will wait for about a week I think, until I am sure that the number works, and keeps working.
I would just love to be a fly on the wall at VM- how can such a fiasco arise, and is there seriously no end to their total incompetence? I really cannot understand how a company that operates in this manner can possibly survive in a modern marketplace.
17-08-2012 19:36 - edited 17-08-2012 19:38
I'm sorry to hear you've been having so many issues with the number transfer.
The fact is, Virgin Media would not actually request the number from the previous supplier until your Virgin Phoneline is fully up & running at your property with a temporary number (both working on inbound & outbound calls). It's also dependent on whether the previous supplier are willing to release the number, and also if the number is in the correct area (for example if the original number with a different company begins with a completely different set of numbers than the new exchange it's connecting to it wouldn't be able to use the number - this situation would happen mostly when you move property).
Upon checking your account, it appears you had a number change placed, which didn't go through correctly & so we rebooked another one. This is due to go through tomorrow, so could possibly be the reason why you can't recieve them yet.
Could you please monitor the situation for 24-48 hours & confirm if you can then make & recieve calls to the new number?
If you're still having issues after this please let us know immediately for us to check the issue for you.
on 17-08-2012 23:56