Virgin cut off my landline & lost my number!
I also now have a story of problems with lost number, and, in particular, the total failure to restore the number after several agreements to do so.
Similar to others, this whole issue starts with ...
Forum Discussion
Hi amills100
Welcome back to the community forums
So sorry to hear that your landline number has been lost.
Can you elaborate on own experience to see if we can support further? How long has the number been disconnected for please?
Hi Carley
thank you for getting in touch. My move was initiated back in July. I’m not sure when the phone line was disconnected, I only know that up until yesterday I had been told by many different Virgin Media agents that the number would be transferred, and it just needed to be ported. I’ve been given a number of different anticipated dates, but as I said, it was only yesterday that I’ve been told it wouldn’t be possible. I don’t believe it’s been reallocated because when I try to dial it, it just comes up with the message “the number you have dialled has not been recognised”.
Ah okay thanks for detailing this amills100
If the number is disconnected then after 14 days it will be ceased by the telecom company who owns the number, such as BT for example. Once the number is back with the owners we are unable to request the port as it would fail and be rejected by them unfortunately.
I appreciate that this is not the answer you were hoping to hear after being told that it could be ported and given different dates for this to be completed. The owner of the number would be the one rejecting the port now as the number is disconnected and we would be unable to retrieve after the window has passed.
Thanks Carley - can I request the number from BT? I also understood from posts in this thread that someone from your team has been able to magically retrieve a lost number? I (maybe mistakenly) live in hope!
We cannot guarantee that the number will be able to be requested if you were to move to a BT service, but they are the owners of the number and hold the number now.
The number goes into a pool of all other available numbers after some time and if not given away, if maybe requested by BT only if and when it does become available. Again, I cannot guarantee that you could get the number back this way.It all depends on the specifics of the account and length the number has been disconnected and ceased for. There are times when we can retrieve lost numbers, but it would need to be in the available windows advised above. As you mention this started in July, at this point there would be no way to get this number back due to the length of time the number has been ceased back to BT.
My apologies again for this. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).