Hello
I 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.
OK - this is being looked at now. Thanks.
Forum TeamHi 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😀
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.
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.
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.
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.
Thank you
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.
