Forum Discussion

Jacob98's avatar
Jacob98
Joining in
2 years ago

Switching broadband and phone to virgin

I’m switching my current phone and broadband with octopus energy over to virgin media. I’m transferring the same landline number. I’ve spoken to 3 different sales staff at virgin, 2 have said that I don’t need to contact my current provider at all and the other said they will only cancel my phone with the current provider and not my broadband. I’ve seen some people say if you’re moving from an open reach network to a full fibre with virgin you have to cancel yourself. Can anyone confirm if I have to cancel anything or will it all be taken care of by virgin? Thanks

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    There are two rules.

    1. Keep your current landline working.

    2. Don't breathe a word to your current provider in case your line gets disconnected and makes porting impossible.

    So, VM will handle the number porting and, once it's done, you might well find that your DSL broadband has gone as the line is dead. If it hasn't, contact your DSL broadband provider.

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi Jacob98 👋 to the community! Thanks for posting. 

    Sorry to hear these concerns about porting your number over from another provider. We appreciate your concerns in wanting to get this right. 

    When joining our services as a new customer you just need to let us know that you would like to port over your landline number from your current provider. You can keep your home phone number unless you’re moving to a new house, outside your current area code. However, the number will need to be active so that we can request and port it over. Some providers require for there to be no disconnection order open so that another provider can request and port the number - in which case you would need to cancel the disconnection request (if you have placed one) until the number has been ported. Following this, you will then want to let your current provider know that you would like your services to be terminated so they can ensure you are disconnected. 

    You can find more information about our landline services here 👉 Home Phone and Landline Deals | £0 Setup | January 2024 - Virgin Media . There's also a really handy guide from OFCOM about switching here 👉 Switching - landline - Ofcom

    Hope this helps clear things up! Let us know if there is anything else you need. 

    Wishing you all the best! 🌞