Forum Discussion

Mwnisar's avatar
Mwnisar
Tuning in
2 years ago

Landline number not ported!

I recently ordered a package phone and broadband at the start of January. I was told it will take 7 days to port my landline number from Vodafone. So i took the 12th January as my installation date. I made the lady aware that i use my landline for my business and it is diverted to my mobile as i am a sole trader.

On the 12th January, i got my broadband hub through the post. The broadband was up and running but they had given me a new number. I rung virgin again and asked what was going on. THEY HAD NOT EVEN REQUESTED TO PORT THE NUMBER FROM VODAFONE OR EVEN TAKING OVER THERE BROADBAND SO I HAD 2 PACKAGES NOW. She then requested the port from vodafone and to take over my services from them. I was told this would be completed on the 22nd January (today).

Today morning i called myself from the virgin landline and it called my number from the number i was porting so i thought all good. I rung virgin to activate my call divert and when she asked me for my number, i gave my number that was ported and she said thats not the right one. THE NEW NUMBER FROM VIRGIN WAS BACK ON FOR SOME REASON. I called myself again from my virgin landline and it was the new number from virgin and not the number that was meant to be ported (although this was not the case a few hours earlier).

Now they are investigating what is going on and my number that should have been ported shows as "number not valid" when i try calling it.

What could have gone wrong? I CANNOT afford to lose my number and i am now losing business due to this problem. Any help would be much appreciated as i need this sorting out ASAP.

home phone
homephone
Landline
number port
Phone
Port
ported
porting
  • Beth_G's avatar
    Beth_G
    Forum Team
    2 years ago

    Hi Mwnisar

    Thank you for your post, welcome to the Community Forums.

    We're really sorry to hear that your switch to us hasn't been a very smooth experience for you.

    Just to clarify, we are not able to cancel new customer's services with their existing provider's on their behalf. This would be something that the customer has to do in every instance for security reasons. 

    In order for a landline port to be successful, we ask that new customers keep their landline service active with their existing provider until the port has completed. Otherwise, we may be unable to complete the port successfully. Whilst your port is in process, you will be given a temporary landline number once your landline service has been activated, so this side of things sounds normal. However, it's strange how your number seems to have reverted from the number you want to keep back to the temporary one.

    I have sent you a PM so I can take a look into this for you. We'd really like to help.

    Thanks,

    • Mwnisar's avatar
      Mwnisar
      Tuning in
      2 years ago

      Hi,

      I did not cancel anything from vodafone myself, not the broadband and not the landline. Today was the date for my number to be ported, given by virgin media. After virgin medias request to port the number from vodafone on the 12th, i got a text from vodafone as below:

      "

      Hello. Sorry to hear you're planning on leaving us. IMPORTANT: if you haven't asked another provider to take over your broadband and/or phone service VFC3522688, let us know as soon as possible by calling free on 08080 057406. Otherwise, we'll cancel your service at on 22/Jan/2024 00:00:00. There's nothing you need to do - your service will switch over to your new provider automatically. Can we change your mind? If you'd like to keep your service with us, please get in touch by midday two working days before your cancellation date."

      I am really worried as to what is going on and how long this will take as i am a sole trader and losing alot of business. I hope this can get sorted out ASAP.

      • Hosay299's avatar
        Hosay299
        Fibre optic
        2 years ago

        Hi have you replyed to there pm it is a quick way to do some things but they can only do what there allowed to do as could be a mix up in the change over.

        when i moved to vm i was still on my old talktalk bb and phone

        when the lady installed the kit she found our phone port request was not done right so seems vm has a issue but we got it sorted they are good at sorting things via here i have found 

        there is also some helpfull people on here to

  • Clockman's avatar
    Clockman
    Tuning in
    10 months ago

    I have the same problem, number not ported. The VM installer said he would call in the porting request  by phone. He left his number for any problems but now ignores my calls and messages. This porting issue needs proper attention. My number of over 40 years is now 'not recognized'.  Can anyone find out what is holding this up, it's now 10 days and no landline. Thanks in advance for any help.

    • Beth_G's avatar
      Beth_G
      Forum Team
      10 months ago

      Hi Clockman

      Thank you for your post, welcome to the Community Forums.

      I'm sorry to hear you've also been experiencing the same issue with your number port request. Just to confirm, are you joining Virgin Media from another provider as a new customer, or are you an existing customer moving home?

      If the former, is your landline service still active with your old provider?

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      9 months ago

      Thanks so much for your time via PM Clockman 

      I'm so pleased we could get the issue resolved for you and the number has been ported successfully 😃 

      Have the best weekend! 🌞

  • Clockman's avatar
    Clockman
    Tuning in
    10 months ago

    Hello, I have moved from Vodafone to VM  BB  landline and mobile to O2 the mobile ported ok . The old landline was cancelled for a day or two after VM went live. 

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      10 months ago

      I'm going to pop you a PM 📩 so we can take a closer look into this Clockman 

      Speak soon!