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ANorthcote's avatar
ANorthcote
Joining in
4 days ago

Switching number from Sky

I placed an order with Virgin Media on 8th August for broadband and landline service for my 76yo mother.

I requested as part of the order to switch the existing number from Sky. This has been confirmed on the Contract Information Sheet that was emailed by Virgin Media.

The installation was completed today and the technician advised that the port can take up to 2 weeks to complete. This rang alarm bells to me. 

On reading "How do I keep my phone number?" Technician Install on the following page -

https://www.virginmedia.com/help/landline/install-home-phone

I decided to ring 150 to ask. They said, although they can see the number port request it hadn't been ordered!

They tried to action the port for me but it failed. They said the would have to pass it to a different department. 

I am now very worried, to the fact that I'm thinking of cancelling under the cooling off period. My mother would not cope with a new phone number.

What do I do? Please offer some advice. 

Thank you. 

home phone
installation issues
switching number

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    3 days ago

    Hi ANorthcote 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about the number port when transferring over services from another provider. 

    The number needs to be active with your former provider so that we can port it once your services are active with us. What's likely happened is the team on the phone have transferred your case to the specialised Telephone team (TOC) who are best suited to help get this sorted for you. 

    I can send you a PM to confirm a few account details and take a look, but hopefully the case is already in hand if TOC are looking at it for you. 🤞 Please keep an eye on your Inbox 📩 in the top right corner of the page for a PM offering further support. 

    We can return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞