Forum Discussion

adrian-smith31's avatar
adrian-smith31
Tuning in
15 days ago
Solved

Phone number still not ported over

I have signed up for phone package which is now active with the temporary number but my old number still has not been ported over. I have had to ring twice to chase it and had to listen to that awful on hold music for literally hours. Get foreign operators every time who don't seem to understand the issue.

First time they said the work order hadn't been closed and it would take another two weeks and I'd get an email. I have not had any contact from VM or my old provider (Utility Warehouse). My old phone line and number is still active.

Can someone please sort this out before I loose my mind?

Otherwise I will have to cancel my contract if Virgin Customer service is so bad that they can't handle simple requests and it literally takes hours on the phone - both times over 2 hours.

Thanks

  • adrian-smith31's avatar
    adrian-smith31
    11 days ago

    Phone service is now showing in my account so I guess port will go through soon - I've replied to the PM sent.

  • Akua_A's avatar
    Akua_A
    Forum Team
    15 days ago

    Hi adrian-smith31 

    Welcome to our forums and thank you for your first post. Sorry to hear you are having issues with your number port. We can understand the inconvenience caused and we want to do our best to assist. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

    • adrian-smith31's avatar
      adrian-smith31
      Tuning in
      14 days ago

      Hi, despite speaking to someone it still doesn't work. There is a problem that I think a supervisor needs to sort. My contract says I do have the phone service but in my virgin media it shows I have broadband only. I was assured 3 weeks ago this would update but it hasn't.

      I'm also being billed for broadband only although the phoneline is activated and I have had the equipment sent in the post.

      If this isn't sorted out without being told to wait yet another 10 days I want to cancel my services as clearly your customer service is next to useless.

      • Hosay299's avatar
        Hosay299
        Fibre optic
        14 days ago

        https://www.virginmedia.com/help/complaints

  • adrian-smith31's avatar
    adrian-smith31
    Tuning in
    13 days ago

    On the plus side I'm getting a free landline but I guess they will notice eventually. I will try calling them again on my day off (as it takes ages to get through) unless someone from VM can help in the meantime?

    I spoke to my old provider and VM never raised a number transfer request and I just get told by VM that either I don't have a phone service with them (I do) or I have to wait another 10 days.

    Something is wrong I think with their systems as I guess they can't port a number to a service that doesn't exist officially. Seems a more complex technical issue than a basic helpdesk tech can sort out.

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      13 days ago

      HI adrian-smith31,

      Thanks for your further post. 

      I can see you're speaking to a member of the team here via private message. 

      Please await her response there and she can assist further for you. 

  • adrian-smith31's avatar
    adrian-smith31
    Tuning in
    13 days ago

    Not had a response to the private message sent yesterday. Assume it's due to shifts staff works but will wait till Friday and call if still no luck.

  • adrian-smith31's avatar
    adrian-smith31
    Tuning in
    11 days ago

    Phone service is now showing in my account so I guess port will go through soon - I've replied to the PM sent.