Had full virgin package installed over 2 days 15th 16th feb.
I wanted to keep my old Sky telephone number and was assigned a temporary number.
My old Sky number was transferred over on approx 28th feb, but I was only able to make outgoing calls and if anyone tried to call me they got a message "you have dialled an incorrect number"
When I reported the fault to Virgin they arranged a repull which happened on 4th march and sent engineers out on 5th march. The engineers came around and said there was nothing they could do as they had never encountered this problem before. They escalated the problem to their supervisor who was supposed to contact me the following day. He didn't. More phone calls ensued.
On Friday 10TH March I was assigned another temporary number. More phone calls ensued.
I received a text on Mon 13th march saying 'Unfortunately we can't transfer your old number because your old providers disconnected it" more phone calls ensued.
Today i was told that they contacted sky on 24th and was told the number has been disconnected ,however, someone today has transferred my old number back to me but i am unable to either make or receive calls.
If anyone could make any sense of this I would be extremely grateful.
Welcome to the Virgin Community, I'm so sorry for the problems you've been experiencing with your telephone service recently.
From looking at your account I can see that your previous provider has closed the number, which is why there are issues in porting it unfortunately. I can also see that a member of the team is scheduled to get in touch soon to discuss this in more detail.
Apologies again for the inconvenience this has caused.
Hi Craig. Thanks for your reply. What really confuses me is that I had my old phone number for a short while and only lost it when you gave me a second temporary number. Surely it must be something that Virgin did to make me lose it.
I have not received a call back. It was scheduled between 4pm and 7pm saturday.
If my number is being held with a third party company, why did you reconnect it to me last thursday? Is it not possible for you to contact this third party and get it back for me? My wife is a florist and has over 30 years of contacts on this number and this will have serious financial implications to us.
I've re-sent the request over to the company, however, this was previously communicated and rejected by them as the number was disconnected and as per OFCOM regulations we can only port an active number. I can, however, see that prior to this, we initially requested the number port when the line was active. I should receive a response regarding this soon.
In addition to this, I can see that you've been allocated a temporary number. The line state should therefore be active and it is not. I'd like to arrange an engineer visit to get this up and running for you.
I've sent you a private message so that we can get this booked in.