HelloI had a private chat with Sabrina_B in December about porting my BT number to Virgin. We weren't quite ready at the time, but she suggested that when we were I chat with her directly so that I didn't have to start over. Her user name now has (Retired) after it. Assuming this means what it sounds like, would someone else be able to pick up on the chat or open a new chat for me please? Thanks.

heather22 wrote:My understanding is that the Virgin landline will continue to work after the 'big switchover' is completeYes, that is the case.heather22 wrote:whether there would be an option to port the BT number to it.Doing so will tie you to VM and if/when you leave, you will face the same issue. I would encourage you to move the number elsewhere. Doing so will give you the freedom of keeping this number no matter who your ISP is.

I'm sorry to say that you have not been advised well. VM does of course have a VoIP system - how else could it work without phone lines - and there is no reason to port it to some VoIP provider.As for porting: there are sometimes problems but it's over the top to say it's unsafe to port to VM. Porting is regulated by OFCOM and providers are required to resolve problems. And if it's unsafe to port to VM, then it's unsafe to port to anyone. My advice is to proceed by following these procedures.1. Do not cancel your BT line. This is the biggest reason why ports fail. Cancelling BT yourself kills the number before VM can grab it.2. Provide BT account holder name, address, and number exactly as on BT’s bill as even small mismatches can cause rejections.3. Make sure VM raises a “Gaining Provider Led” port request. And don't breathe a word about this to BT, let VM handle everything.4. Keep BT active until the port completes (usually 1–10 days.)5. Once the number ports BT will close automatically - so you won't have to cancel manually.

Bit hard to understand the detail of your last post.If you have a phone-line-only service with BT, you should be able to port that number to VM assuming the BT line is currently active. VM requests BT to port the number. BT releases the number to VM's control. Your existing VM number disappears from your VM landline and is automatically replaced by the BT number. Porting the number should close down the BT phone line.You don't say what sort of alarm system you are using (security, personal, medical etc.) but, if you intend to use that connected to a VM landline via the VM hub, this would not work if the VM hub loses power (e.g. a power cut). Any alarm service would be best configured to work via mobile/SIM or have a mobile/SIM backup in case the VM landline goes down.Suggest you reply to the PM from Sabrina_B to discuss what VM can do for you in moving the number to VM

I forgot to say that, unlike BT's Smart hub 2, VM's hub requires an adapter to enable you to connect your analogue handset. VM should send one to you but, if VM is tardy about it, you can get one on eBay and several other retailers (look for an RJ11 to BT adapter). It looks like this. You plug your phone line into it and the other connector goes into the hub's TEL 1 port.

Hi Heather22, We appreciate you letting us know about your issue, if you would be able to provide some more details this help us better address your issues. To confirm, are you currently a VM customer with all of our services? Also, have you cancelled all your services with BT? Once we have this information we can investigate the matter further😀

Retired Forum member? | Virgin Media Community

20 Replies

heather22
On our wavelength
1 month ago
Hello
I currently have a BT landline (which I needed to keep as it was linked to an alarm system) that I have had for many years and is the number I use. I also have a Virgin landline (that was a compulsory part of the package) and which has already been switched to digital but which I never use.
My broadband and TV are with Virgin and I don't want to change that. I don't have BT broadband.
When the BT digital switchover happens I would like to be able to keep my BT number. Will Virgin be able to port that number on to my existing Virgin landline or is that only possible when setting up a new landline?
I may have the option of keeping a 'home phone' version of the BT line (and continue paying of course) even though I will no longer need it for the alarm system (separate issue!!) but won't know if I am eligible for this until I get the switchover letter by which time, as I understand it, a 'job' will have been raised on the BT line which will prevent the number being portable.
Can anyone advise? I realise that worst case is I start using the Virgin landline and just have to tell everyone I have a new number, which is a lot of people/companies but is not the end of the world. But I would like to keep the old number if I can.
Thank you.
- Adduxi
  Very Insightful Person
  1 month ago
  AFAIK VM is not a proper VOIP at this time. It still uses an exchange at the back end.
  For ease, just port your BT number to a VOIP supplier. Once done, you can use this number with any ISP, and any mobile provider. Once the port is done, your BT landline will cease to work.
  If you get something like a Grandstream HT812 ATA, you can keep your existing wiring and phones. Some VOIP suppliers can also supply pre configured Base stations and phones if required.
  - heather22
    On our wavelength
    1 month ago
    Thank you for your reply. I don't really understand all the ins and outs of VOIP etc so may be using the wrong terminology. I don't really want to add another supplier if I can help it.
    My understanding is that the Virgin landline will continue to work after the 'big switchover' is complete (I may be wrong about this as I am about many things!) so I wanted to know whether there would be an option to port the BT number to it.
- Sabrina_B
  Forum Team (Retired)
  1 month ago
  Hi heather22 👋.
  
  Thanks for reaching out to us, sorry to hear of the confusion you are facing with your landline number, so that we can look into this and advise accordingly we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
  
  Thanks.
  
  Sabrina
  - heather22
    On our wavelength
    1 month ago
    Ok. I don't want to action anything yet, as I still need to sort out the alarm issues. I just wanted to know if it was possible to port the BT number onto the existing Virgin line.
    Thanks
- Client62
  Alessandro Volta
  1 month ago
  We ported 3 BT landlines to Sipgate a VoIP provider. ( others offer a similar service )
  
  The 2 line and numbers for our building alarm and home phone are
  configured on a Cisco ATA. The 3rd on a SIP Phone.
  
  My #1 concern was to avoid any of the 3 telephone numbers becoming part of an ISP bundle where control is instantly lost. Plus a genuine VoIP service is not dependent on a given ISP or building. I can make / take a VoIP call in Colchester or Bordeaux with equal ease.
Roger_Gooner
Alessandro Volta
1 day ago
Firstly check that your VM phone still works. Then tell VM to port the BT number to VM and provide the information from exactly as it is from your BT bill (account number, name, address, etc). Under no circumstances contact BT or cancel the BT line. Most of these ports should then work well.
heather22
On our wavelength
22 hours ago
OK - this is being looked at now. Thanks.
- Deepak_S
  Forum Team
  21 hours ago
  Hi Heather22,
  
  We appreciate you letting us know about your issue, if you would be able to provide some more details this help us better address your issues. To confirm, are you currently a VM customer with all of our services? Also, have you cancelled all your services with BT?
  
  Once we have this information we can investigate the matter further😀
  - heather22
    On our wavelength
    21 hours ago
    Hi Deepak
    This has been picked up by another agent in a chat with my husband now, so I am fine to continue with that for the moment. Thanks.

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