New Customer - Landline number port issues
We joined recently joined Virgin Media, ordering the bundle online a week ago for TV, Broadband and Landline. We requested to keep the Landline number since we've had it over 2 decades and is what doctors etc use to contact my elderly parents who have health issues.
The Pre contract documents sent to us detailed the landline number that was to be kept. So we assumed Virgin Media had everything in hand and would transfer the number and cancel services from Sky. We contacted Sky just to cancel the TV and instructed them Virgin Media would be arranging the Broadband and landline cancellation and number port.
We received an email a couple of days later advising of us of a new virgin media landline number. We Immediately contacted customer support over chat, and was told that they could see the port request had been submitted and that our previous number would be active when the Virgin Media services were live the following day.
The TV and Broadband kit arrived the following day, and we setup those without a hitch. However the Sky Broadband and landline was still active at that point.
The following day, the Sky broadband and landline had ceased and our previous contact number is now "not recognised"
Called customer support to find out what is happening. They advised there was no port request for our number submitted. The port request didn't go through when we submitted our initial order online, nor when we spoke to an agent over chat, there was no notes left on the account and the agent misinformed / lied to us advising the port was in progress.
The agent on the call then advised us not to worry, we will get the number back and he had now submitted the port request to Sky but it may take 10 days for this to apply. We are still not confident this is being dealt with due to this experience thus far.
We also raised a complaint about this entire experience. We were emailed an acknowledgement and case reference the following day, with the email stating we can track this in Open Cases within our account.
Low and behold, a day later, in our account it says there are no open cases for issues on our account!
An extremely frustrating and stressful experience thus far. Are these common issues and is this the type of service we can expect from Virgin Media? We are at the end of our tether!
