Home phone number not ported over, despite phone calls and chat conversations!
Hi, my dad passed away in October last year. He had been a Virgin customer since before Virgin took it over. I set my mother up with a new Virgin account, in order that she could get the new customer discount, as dad was paying a fortune. You would think this was a straightforward switch...
After much confusion with the connection dates, which is a saga in itself, the engineer eventually came out to fit all her new equipment on 8th January 2024. he was lovely and set everything up for her. However, he was unable to port her phone number over for her. Although he tried he was told that I had to request this via Customer Services. I did this the same day and was told that it wasn't a problem and would be done within 48-72 hours. Great, I thought! However, we are now over 2 weeks post that date and my mum is still stuck with a temporary number.
I've chased this up several times via the "Chat" function (it's not always convenient to call, as I work full time and wait times are ridiculously long). Each time I've been on the Chat, I've been told that it's in hand and will definitely switch over.
Yesterday I chased this again and was told that they couldn't port the old number because it was inactive! It is only inactive because Virgin switched it off, with a promise of reinstating it within 72 hours!
What is going on and how can I get this resolved so my mother can have back the phone number she's had for 30 years?! It's distressing enough dealing with my dad's estate, grieving, and looking after my mother without all this added stress caused by Virgin Media!
Hi Gillyr
I'm very sorry to hear about your dad's passing and for the issues you're having with the landline number. We appreciate it must already be a very difficult time for you and your mother.
Depending on how the new account was set up may depend on whether we'd be able to 'port' the number over. If the account was simply switched into your mother's name, the telephone number should have stayed the same. If you chose to create a new account for your mother, we wouldn't be able to bring the number over.
I'd really like to help and see what I can do. I've sent you a private message so I can take the details and look into this for you.