Forum Discussion

Carole_S's avatar
Carole_S
Just joined
3 hours ago

Help! How to make a complaint?

I have tried to make a complaint as I have asked for my home phone number to be ported from a closed virgin account to my new virgin account - the number has not been reissued and I was not told this was not possible when I opened the new account or the 3 times I have called to ask for this to happen.

When I tried to raise a complaint on 31/10/25 I did not get a reference number (as below)  and it is not showing in my cases. So how do I mnake a complaint as whenever I call I just get told a new request to port the number will be made??

 

complaint
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1 Reply

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    3 hours ago

    Hello Carole_S.

    Thanks for your post and welcome to our community.

    I can get a complaint raised and look into the possibility of transferrring your number over.

    I do need to advise it may not be possible, but I'll do all I can to help.

    If you can check the envelope top right of your screen that would be great. 
    Regards     
    Gareth_L