Requested phone number to be ported, called twice and it still hasn't been ported. HELP

Switched over to Virgin Media at the end of October.. had requested via the online website when signing up that our landline phone number be ported over from Sky. Got a text a few days later saying about "your new Virgin phone number is xxxxxxx" and I called Virgin immediately saying hwo we had requested that we keep our old phone number, the operator said he would request that for us.

The hub delivery came on the 5th of November, couldn't set it up as we had no virgin box on the wall and the old cable was needing replaced, got an engineer out on Tuesday 11th November who installed it and when he set up the hub and phone line, I tested it and it was still linked to the new number so had to call a second time to ask about the number being ported and was ensured that the request had gone through for the port.I also dont't  see why they're billing us from the 5th when I thought the first month was meant to be free but alsothat aside, we didnt't actually get to use any services until the 11th after an engineer installed it - 6 days later.

It's now Friday and the number STILL hasn't been ported through. I'm scared we're going to lose our phone number at this rate, never had this bother in all the years we've switched between companies. I have a lot of patience and even I'm  frustrated by this. I tried to call again today and can't even get through to a person to talk. 

Can someone please help?