Forum Discussion

RP24's avatar
RP24
Joining in
3 days ago

Port number over from Sky

Hi, 
I switched broadband and phone services to Virgin as wanted faster broadband. 
I was told I can port my old number over from sky. 
services installed on 1st March. 
Virgin takeover phone line on 4th March and issue new number. 
I call VM on evening of 4th March to find out when number will be ported over. Agent not able to help and says they get an error code when trying to request the port. says someone will call to discuss. 
No call so I call again on 9th March. Now I’m told that number port can’t be requested until 10 working days after VM takeover the line. 
someone will call me on 13th March as will be 10 days. 
no one called again today. 
I have tried to call back and have been in queue for over 30mins. 
Can a VM agent advise on this? 
so far, the aftercare customer service has been dreadful. 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    3 days ago

    Hi RP24 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    Just to confirm, have you been told by Sky that the number you're looking to port over is still active? If so, how recently were you told that?

    Please pop back to us at your earliest convenience. 

    Regards,
    Daniel

    • RP24's avatar
      RP24
      Joining in
      3 days ago

      Hi Daniel, 

      thanks for your reply. 
      I was told by the VM sales rep when taking out the package that they would arrange everything with sky including porting the number over. 
      Following two phone calls with VM, at no point has anyone told me to contact Sky. 
      please advise what I need to do as so far, I have not had any helpful advice. 

      thanks

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 days ago

        I am sorry to hear this.

        All we need to know if the number is still active or not.

        If this is active we can look at porting it however if the number is not active this means it cannot be ported.

        Please just contact Sky to find out if this is number is still active, if it let us know and we will send you a DM to start the port process which can take around 10 - 14 days.