Changed landline by accident!

[JMac100]

Hello, I’m seeing if anyone can help me as I am desperate for help! I have accidentally changed the landline from virgin media to another provider as I have had a new broadband installed in the house hold. Now the landline works on the new broadband with the other provider. However this was not requested and wanted the landline to stay with virgin media. Is there a way round this as it’s an absolute nightmare and is affecting the monthly bill. 

kind regards 

[Akua_A]

Hi @JMac100 

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having this issue with your landline. We want to do our best to understand and to help. Just to confirm, is it the landline number you were looking to keep from VM or the landline service? Did you port the number over to your new provider? https://www.virginmedia.com/help/mobile/keep-my-number Please let us know so we can best help.

Thanks,

[JMac100]

Hello, thank you for the quick reply!

so we would like the landline service to remain with VM but it’s has now gone to new the provider for the broadband. It has only changed today so I’m seeing if this can be fixed. We have retained the same landline number.

[JMac100]

It looks like the landline number as been ported to the other provider but this has been done by mistake as I didn’t want the landline service to change.

[goslow]

Is there a particular reason for wanting the landline to remain with VM?

Is you new package with the new provider not based on broadband and phone services together?

If your number has ported to the new provider, trying to port it back to VM could create a new set of problems for you.

[JMac100]

The reason is being that the TV and broadband is with VM, I just wanted a new broadband for the house hold as the one we have with VM isn’t great and many devices to connected to it. As I work from home I’ve noticed it’s always dropping so I ordered a broadband only deal with another provider, this was installed today however now the landline as gone to the other provider and not with VM anymore. Do you think this could be solved? I live with parents you see and we don’t want to lose the landline number.

[goslow]

It's an interesting and unusual set of circumstances. I wouldn't like to speculate on possible outcomes.

Installing a new broadband service because the VM broadband is not reliable is an unusual approach, although some who WFH do this as a backup in case VM goes down entirely for any length off time.

Topics on here are usually from customers who wanted a number port but didn't get one. Yours is the reverse scenario!

While trying to do this, you want to avoid the possibility that the act of porting the number back to VM doesn't somehow cancel your new broadband service.

[Zach_R]

Hi @JMac100,

I'm very sorry to hear that your new provider has ported your landline number over from us as a mistake. Do you happen to know what kind of contract and terms you have with the new provider? What have they advised on the matter?

If you choose to port the number back and/or cancel landline services with them then there may be a cancellation fee to consider.

Thanks,
 

[JMac100]

It was done by accident I never meant to transfer it over. They have advised to speak to VM to see if they can get the landline back. I spoke to the other provider and they said they will agree to send the landline back to VM as this was a mistake. Regrading cancelling fees I am unsure off but I believe I have a call with the other provider today. The package I have with the other provider is just broadband only so I’m unsure what’s going to happen. I just want to know if this is possible.

[Zach_R]

Hi @JMac100,

It's something that we can look into further, but I would recommend first checking with your new provider to see if there would be any cancellation fees to consider as we would not be liable for these. Once you've got that clarified with them, let us know how you wish to proceed and we'll go from there.

Thanks,