Forum Discussion

camnad's avatar
camnad
Joining in
11 days ago

90 year old mother has lost old landline number switching to Virgin

Hello

My 90 year old mother has just switched to Virgin from a.n.other provder and in the process has been given a new landline number, something she was not expecting. Obviously this is going to be a complete pain in the elbow for someone of such advanced years who has had her previous number for decades and whose main mode of telephone contact is via the landline. I understand that it is possible to carry over your old number, but on this occasion it hasn't happened. Does anyone have any thoughts as to how this situation could rectified? Thanks in advance...   

 

 

3 Replies

Sort By
  • goslow's avatar
    goslow
    Alessandro Volta
    11 days ago

    Did she request the original number was ported over as part of the switchover?

    If she did request the number to be ported over, the normal process is that VM issues a temporary number to begin with (which works for calls in and out) and that temporary number gets automatically replaced by the ported number once the number port completes.

  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    11 days ago

    It all depends on how the order was placed and the old service was cancelled.

    You'll have to elaborate to get a more comprehensive answer.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    11 days ago

    Hello camnad,

     

    Sorry to hear of the issues with your mothers landline number not being transferred to her new account, we appreciate you taking time to raise this via the forums and welcome to the community.

     

    Landline numbers should remain active with the previous provider for 30 days, not active as in  'in use' but available for transfer or to be requested. Do you know when your mothers previous provider account terminated? Is the address still the same as the one for he Virgin Media account?

     

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.