Number Switch Issues
Hi
Had an installation completed at my Dads house (broadband, TV and phone) in April. At the time of placing the order requested a number port as Dad has care link and needs regular contact with Gp and Nurses.
On the day of installation, which had already been delayed by a week, we were given the ‘new’ home phone number. I explained about the number port that had been requested. I was advised to contact Virgin media which I did.
Was on the phone over an hour and was told a ‘request’ to port the number would be done.
The ‘new’ number worked fine however a whole host of family and medical staff did not have this number.
I contacted VM again and was told a request would be made (again). I contacted VM again, this time via email and eventually got this message from the executive team;
A summary of the complaint C-1604255389 outcome and what we propose as a resolution:
We can confirm that the number porting for this account is due to complete on 02/05/25. Do please check this service on the date - making calls both to and from the landline number to see if calls can be routed through successfully and that the correct phone number populates when it makes a call outbound. You may find that the switch over happens during the course of the day, with calls coming in working initially but outbound not showing the preferred number straight away - or vise versa. The porting process should complete by the end of 02/05/25 at the latest, but if this is not the case, do please come back to us. Thanks
At around 6 am on 2nd May the number port appeared to happen as the care link disconnected and then reconnected.
Dad is able to make outgoing calls and it shows up on our phones as his usual house number/ported number.
At around 10 pm 2nd May I managed to call Dad on his number/own number that had been ported. This is the only call that has gone through.
The issue is none of us can call him.
Both the old number and new number have became unavailable - this is what the automated message says when we call.
Can someone explain what is going on please. I have sent a further three messages to the executive team and had no response.
Dad is currently unwell on top of his usual care needs and although this was explained at the time no one appears to be taking the importance of us being able to contact him into consideration.
Please help!
