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Malachite's avatar
Malachite
Joining in
2 months ago

Virgin refusing to transfer phone number to new provider

I moved from Virgin to Zen on 7th March. I was due to be out of contract with Virgin on 8th March. I was immediately sent an email by Virgin acknowledging the switch and letting me know in order to port over the number I had to pay them £1.84. There was a link in the email to pay but all this did was bring me to the sign in page for Virgin. Once signed in, there were no further instructions. I had paid Virgin by direct debit so why did they not just take the £1.84? I rang Zen and was told Virgin had refused twice a request to port over my phone number. I am now without a landline. What is the hold up? I also received notification of a full month’s payment due to be taken from my account at the end of this month. I would dearly like Virgin to take their £1.84 and cancel my direct debit. Your instructions say not to close it before a final payment is taken. Please would someone sort this out. 

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  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Malachite,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue with your switch. 

    If there is a due amount on the account, you would need to call into the team via 150/0345 454 1111 to make the manual payment. 

    ^Martin

    • Malachite's avatar
      Malachite
      Joining in
      2 months ago

      Well, that didn’t go as planned. I eventually managed to get through to an actual person. Despite the one touch switch process and my having received emails from Virgin confirming that I was leaving -  I have two switching references to prove it - the woman told me they had no confirmation from Zen that I had switched. She was going to disconnect me today, backdating to 7th March. She would be sending me an envelope to return my 5+ year old router to them. She didn’t ask for any payment.  I then rang Zen who are still trying to resolve the phone issue on their end but confirmed they had sent notification to Virgin at the end of February so Virgin are being rather dishonest about it all. Latest update: I have just received a text acknowledging that I will be leaving Virgin on 19th April!!!! I would like to cancel my direct debit with Virgin before  24th March. Otherwise they are going to take not one but two monthly out-of-contract payments, leaving me to chase them for a refund. Is it any wonder that Virgin are at the bottom of Which magazine’s league table? 

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        2 months ago

        Hi there,

        Thanks for your further message.

        I'd be happy to check the account to see if we received the switch request and if we received a number port request from your new provider.

        I can also advise on any billing concerns.

        I'll pop you a private message now.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    If any fee is due it should be paid to ZEN, the firm collecting the number.

    It is almost as if processing a cancel instruction or a number porting request 
    has become a sacking offence for VM staff.