Forum Discussion

yghodiwala's avatar
yghodiwala
Joining in
2 years ago

Home Telephone Number Not Ported

I have moved my account to a different property and requested Virgin Media to Port my old home telephone number. I've spent a lot of time on the phone trying to resolve issues with my old telephone number not being ported but not succeeded in my attempts. Virgin Media's customer service nowadays is terrible, and I've had multiple frustrating experiences with the call center based in India. Despite requesting them to let me speak to the manager and UK Customer Service they did not let me speak to either of them. It's frustrating the confirmation from the Virgin Media team is that the agent has made a mistake and instead of moving the account agent has created a new account. Since February I have spoken so many times to customer service and each time they have told me the issue is resolved and the telephone number will be ported. But on my last call in May, they are now saying the number is no longer available to port. My telephone number is over 25 years old and this number was also given to my business contact losing this number is a big loss. I don't know what to do. The help from someone who understand the importance of your old home telephone number will be much appreciated.

7 Replies

  • DrPman's avatar
    DrPman
    Settling in
    8 hours ago

    We have the same problem. We moved TO VirginMedia from another provider and asked to port the landline, which we have had for 30+ years, from the other provider to VirginMedia no less than 5 times - on the original new business application form and 4 times by telephone call and webchat. VirginMedia have taken so long that now the phone number has been deactivated (but not reassigned) by the original company. 

    My dad has dementia and he remembers his landline number and has had to use it when he has collapsed in public before, so it is not an option for us to have to start using a different landline number that he won't be able to remember.  

    • newapollo's avatar
      newapollo
      Very Insightful Person
      7 hours ago

      We have the same problem. We moved TO VirginMedia from another provider and asked to port the landline, which we have had for 30+ years, from the other provider to VirginMedia no less than 5 times - on the original new business application form

      Hi DrPman,

      Is this for a residential or business application?

      If it's related to a business application then you need to contact VM Business. 

      Unfortunately these forums are for residential customers only and the forum team don't have access to the business systems as they are two separate entities.

      There may be an active live messenger chat function for VM Business on the following page

      https://www.virginmediabusiness.co.uk/help-and-advice/ 

      There's also a freephone number 0800 052 0800 or text support on 07480 639 012

      Additionally there's an online Contact Form

      https://www.virginmediabusiness.co.uk/help/s/contactus-form 

  • Willow28's avatar
    Willow28
    Joining in
    2 months ago

    I have same problem, I booked with movers department 1 month before move and stressed the importance of landline number I have had for over 30 years. This is the correct area code for the new address.

    After being told it was being moved many times, now they say error code and cannot retrieve it. I have spent many hours on this!

    As very senior people, it is really important we keep this number.

    please help!

     

     

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Williow28 👋 welcome to the community forum! Thanks for joining this thread and posting. 

      Sorry to hear about your experience moving home, and transferring the number from your former provider. 

      We will need to send you a PM to take a few details and investigate what's happened - we can then also ensure a complaint is raised so there's a formal record of your feedback if needed! If the number port hasn't completed yet we may also need to transfer your case to the Specialised Telephone team (TOC) for further help. 

      If you can please keep an eye on your inbox 📩 in the top right corner of the page for a PM offering support. We can then return to this public thread for another update when possible. Thanks for your patience in the meantime! 🌞

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for reaching out to us yghodiwala, and a very warm welcome to our Community Forums!

    I'm sorry to hear of the issues with the landline phone number when moving property.

    Can you please confirm if this was done via our Movers team or if it was a case of cancelling one contract and then signing up as a new customer at the new address?

    Thanks,

    David_Bn

    • yghodiwala's avatar
      yghodiwala
      Joining in
      2 years ago

      It is via the Movers team. The contract was ending in February, the notice was given in January. The new deal was agreed for 18 months for the moved property. SPoken to the team at the time when the number was not ported I think it was after 2 weeks, as they advised it may take up to 4 weeks to port the number.

      When spoke to the agent, the agent advised that the previous agent had made a mistake instead of moving the account the agent had opened up a new account but now I have sorted this issue and the number will be ported.in 48 hours but it may take up to 4 weeks. I have called 5-6 times and each time agent advised it will be ported we have sorted the matter at our end. only during last call the agent advised I will no longer receive my number.

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for coming back to us yghodiwala.

        I'd be happy to take a closer look into this for you, check out the envelope in the top right hand corner for a private message from me

        Thanks,

        David_Bn