Forum Discussion

mont999's avatar
mont999
On our wavelength
25 days ago

Still waiting for number transfer after 2months of new account

Hi, I am hoping if there is anybody from the virgin media back office teams who can help me as I am getting nowhere with the front line customer services.

I have taken out a new Virgin Media account after my daughters account ended and she did not want to renew .

This is a completely new account, and I requested the landline be kept and transferred over to my new account. After two months I chased this up again with customers services and have just been told this cannot be done which is a surprise as I was told it could when ordering the account. 

Any help would be greatly appreciated as I have missed important calls from relatives and hospital while waiting for the transfer

 

Landline

5 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    25 days ago

    Thanks for reaching out to us mont999, and welcome back to our Community Forums!

    Sadly we would need to advise that number ports from one Virgin Media account to another cannot be completed as we cannot keep two accounts open at the same address and would need both landline services to remain active during the process of a landline number port.

    Sadly this is not a process we can complete for you.

    Thanks,

    David_Bn

    • mont999's avatar
      mont999
      On our wavelength
      25 days ago

      That's strange as it's successfully been done twice before for me with no issues. I requested the number transfer when opening the new account too and was told it would not be a problem

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        25 days ago

        Hi mont999, 

        Thanks for coming back to us on this one. 

        We understand the frustration but as mentioned above, it's not possible to move the landline number from one VM account to another. There is only one exception to this, and this is in cases of bereavement. 

        Whilst you can port in a number from another provider, it's not possible to port from one VM account to another. 

        Apologies for any inconvenience caused. 

        Thanks, 

  • mont999's avatar
    mont999
    On our wavelength
    25 days ago

    Just to clarify, is this a new policy ? As I've done exactly the same thing twice before, the last time eighteen months ago. I was also told on opening this account that it could still be done. When I followed this request up last month, again I was told this could be done and it would be re-requested.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      25 days ago

      Hi again mont999, 

      No, this isn't a recent or new policy change. It's been the case for over a year now. It was put in place due to fraud and security issues. 

      We can only apologise if you were advised differently. We always take on board the information we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams. 

      Apologies once again for any inconvenience caused.