Will it make any difference that I brought my wife a phone under my account?
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Welcome to the community and thanks for posting.
If the phone is in your name then only you can complete the port. You'll need to call our team with the PAC code. It doesn't matter who had the number previously.
You can call us on 789 from a Virgin Mobile or 0345 6000 789 from any other phone.
I hope this helps. Please let me know if you have any further questions.