Hey Jennip,
Welcome to the forums 🙂
The number in question, is this with a previous supplier? We can only port over numbers which are active and by active the line it was on must still be open and paid for. If you have cancelled your account at the previous property we wouldn't be able to port the number.
Cheers.
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk