Forum Discussion

claire-deaker's avatar
claire-deaker
Just joined
2 days ago

Problems getting a number from Vonage ported to Virgin (4 months so far!)

I'm going out of my mind, four months ago we signed up for the mega volt package.
At the point of order we told the person that we wanted to port a number from Vonage to the Virgin home line, they said no problem. OMG four months later and at least 8 different online chats with support, each time they say the request has been passed to the porting team and it should be working in 10 days.

But the Virgin line is still not ported, and it gets worse than that. Our current Virgin number must be very similar to some fast food place as the only calls we get are usually late at night and for someone wanting to order some food to be delivered!!!!!

What do I need to do to get this resolved?
I'm paying for a home phone with two providers at the moment and need this sorted ASAP please

Thanking you with much anticipation

8 Replies

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    2 days ago

    Hi claire-deaker,

    Thanks for posting and welcome to our community 😊

    Sorry to hear you're having some issues with the number port, so I can get a few more details from you to check this, I've popped you over a private message.

    Alex_Rm

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 days ago

    Perhaps wrongly, but I'll assume your phone with Vonage was VoIP?

    If so you could have kept it with Vonage, and not taken a phone with VM.  The VoIP number will work with VM, or any other Broadband supplier.

    • Anonymous's avatar
      Anonymous
      19 hours ago

      I would suspect that this was a ‘bundle deal’ offer, where it was cheaper to have the landline than not to have it. So fair enough, the OP rightly assumes that porting their number to the VM landline would save them even more money as they could cancel Vonage.

      Oh innocent sweet summer child!

      My advice to then OP would be to keep the phone with Vonage, accept that having a VM phone gives you a bit of a discount, just unplug the VM phone line, never use it and carry on.

      But in 18 or 24 months time when their minimum term ends and they are free to move to another supplier without penalty, just remember how competent VM were at doing this, and ponder how competent they might be at solving other issues.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 days ago

    There is always a risk when moving a number between suppliers, as a read through of these forums will reveal.

    Many users have moved their phone contracts to firms like Vonage precisely because the number doesn't get involved in broadband changes. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 days ago

    Cards on the table, we have 3 VoIP numbers with Sipgate & no lines with VM or BT.

    There is no way I would port a number from a VoIP provider into an ISP bundle, having full control over a cherished land line number is most important as is the ability to take and make calls anywhere using a VoIP app on a mobile.

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      18 hours ago

      Get your  Customer Service Record (CSR) from Vonage and make sure that there is no mismatch with what VM has including full name and address.

      • Client62's avatar
        Client62
        Alessandro Volta
        18 hours ago

        You would need to put a 500 Nitro Express in my head before I'd port a VoIP number to VM.

        Have a super weekend ! 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    16 hours ago

     

    claire-deaker wrote:

    What do I need to do to get this resolved?
    I'm paying for a home phone with two providers at the moment and need this sorted ASAP please

    Hi claire-deaker,,

    I'm sorry to read of the issues you've encountered porting your number from Vonage to VM**, and concur with other posters, I suggest it would be better to keep your 'home' number with Vonage (or some other VoIP provide)  so you have full control over that number, rather than port it into an ISP bundle.

    Generally bundles attract higher discounts and removing any part of the bundle increases the pricing due to the higher discounts being removed.

    I appreciate you are paying an amount to Vonage for your number and services, and that the VM Mega Volt bundle includes an option to add home phone with Anytime Chatter for £5 per month,  which you appear to have taken.  However you don't have to use the VM phoneline - you could disconnect the phoneline and only connect and use it to make free calls to VM by calling 150 from that phone.

    Some bundles/packages do indicate that the price includes line rental at £19 a month, however not having the line rental doesn't reduce the cost of the bundle, in the same way that some bundles have Netflix Standard with ads included at no extra cost. If you decide not to activate Netflix Standard with ads, this will not reduce or amend the price of your eligible bundle.  (The Mega Volt bundle doesn't indicate that the price includes line rental, but it does offer the option of adding a home 

    **You will be entitled to compensation for the delayed number port

    Info below from the The Legal Stuff > Home Phone section at the bottom of the /virginmedia.com/broadband/packages page

    Number transfer: Number transfer subject to availability. Where you've requested to keep your existing phone number, if your number hasn't been ported over within 24 hours of the activation date, you might be entitled to compensation. To find out more, just get in touch with our team on 150 for free from your Virgin Media phone or 0345 454 1111 from another line. For details about how much it costs to call our team, view our calling costs page.