on 30-08-2021 21:03
I switched my landline service from Post Office to Virgin earlier this month. Despite being assured by Virgin that my previous number would be ported over, it hasn't happened and Virgin is now telling me the number can't be ported because it is no longer active. I accepted the new contract offer from Virgin on 6 August, and my Post Office service wasn't disconnected until 23 August, so there was a 17-day period during which the number could/should have been ported but wasn't. I'd really appreciate it if someone could explain to me why the port didn't happen, and how I can still 'rescue' my number (which I've had for nearly 15 years and am very keen not to lose). The Post Office have told me that they didn't receive the 'right' kind of request from Virgin, and therefore my service with them was just cancelled. Can someone please help me.
on 30-08-2021 22:04
on 31-08-2021 08:28
Hi @neilys
Thanks for posting on our community forum!
I hope the post above has provided some insight into this, have you managed to check on the details please?
Regards
on 31-08-2021 14:42
Hi Travis_M,
I've plugged a phone into the wall socket it was previously plugged into, but there is no dial tone.
When I call the number, I get a message saying "The number you have dialled is currently not receiving incoming calls".
on 31-08-2021 14:59
Hi @neilys
I have just checked the notes and unfortunately we would be unable to port this due to the number being disconnected by your previous provider and due to this our team have no way of bringing the number over without it being active.
My apologies
Regards
on 31-08-2021 15:18
Hi Travis_M,
I still don't understand why my number was not ported during the 17-day period between me notifying Virgin of my intention to switch and Post Office disconnecting the line. Are you able to explain that?
The Post Office tell me it's because they did not receive a number port request from Virgin, but Virgin tell me such a request was sent (Ref: T7879296).
I don't think I can be expected as a consumer to understand the number porting process - I have to rely on the providers doing it properly. This clearly hasn't happened in this case.
If other providers are able to 'rescue' my number to make it active again, as per @mpmc's advice, why can't Virgin?
How do I escalate this, please?
on 31-08-2021 15:33
For a port to work you have to let virgin cancel the line, if you cancel the contract yourself it cannot be ported
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on 31-08-2021 15:37
on 31-08-2021 16:10
Thank you, @Travis_M
I'm not sure I understand when you say "the line was already disconnected by your previous provider for too long". As I said before, there was a 17-day period during which the number was still active and could/should have been ported.
Thank you @dannylau. I didn't cancel my Post Office contract (at least not knowingly)!
Can anyone advise me how I can save my number, please? I've seen other posts on this forum where people seemed to be able to find a solution.
on 31-08-2021 16:25
Only way is to activate the old line then hope that you'll get the old number. However as you were with the post office which IIRC just resold talktalk and use a different system to BT wholesale voice services I have my doubts.