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HOUSE NUMBER PORTING

jiteshbhudia
Joining in

Virgin account under my name, at my old property had a landline number . Contract coming to an end, informed Virgin that i will be moving out of the property & queried best way to transfer account into my sisters name as it was imperative the landline associated with account remained, as it was the primary point of contact for our mum, who also stayed at the property. Were advised the best thing was to set up a new account in my sisters name port the old number from my account to my sisters new account.  Did as advised & set up account with the reassurance that we can port the number over from my account to this account once active. Engineer came to instal the new equipment. Tested the landline & realised it wasn’t connecting to the phone. Engineer tried to resolve issue whilst onsite but told in order to put in a port request, I would need to call & provide approval as number belonged to me. I provided Virgin this consent & queried my account should remain active whilst the request was being put through. We were told it should. Called up a month on to check request was being processed & told yes, i has provided approval & to wait until a given date to allow the port to go through. Call up after the date given had passed as i  tried ringing landline which we had requested to be ported & it was not connecting. Rang up Virgin to query & was told it hadn’t been processed as in order for it to be requested, i must first close my account – this was the first time I had been informed of such, after having called up on multiple occasions to check the process & being told it was being actioned. I called up again to clarify & was told the same, that i must close my account, despite previously being told account must be active to request a port, & that once my account has been closed, we can request a port over to my sisters new account, as the number cannot be transitioned while still active. We spent almost 3-4 hours in total on the phone to Virgin that day. I closed MY account & we were told to call up after MY account had closed & request the port again. Called up once my account had closed & was told no problem, as my account no longer active, the port request could go through & should wait 7-10 days for the number transfer to complete. Confirmed if there were any issues or other checks/authorisation involved & was told no, all was approved & would go through. Reiterated we had been without this active landline for 6+ weeks now, & as it was the primary point of contact for my mum’s doctor/hospital appts, we were missing vital calls. Reassured everything would be up & working on the original landline in 7-10 days. Contacted Virgin again on by WhatsApp & was for the first time told this wouldn’t be possible. It’s unacceptable to be told after almost 2 months of spending hours on calls, having queried on multiple occasions before taking next steps as to the best way to ensure this landline would be kept, following advice & instructions of multiple Virgin employees and being informed by multiple Virgin employees this was going to happen, that due to Virgin’s miscommunication and bad guidance, this isn’t doable.

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

Your story has been retold quite a few times in past topics on here. I think the past response has been that VM cannot (does not) do that sort of transfer when one account closes and another opens to replace it.

Do you know which telecoms company owns the phone number you are trying to recover? You can find out the owner here

https://portal.aql.com/telecoms/network_lookup.php

If VM owns the number, there should be more scope for VM to help you (if they are minded to). But if the number belongs to another organisation originally, then the number would have been returned to the range holder when you closed your original account down. If that is the case you are likely to struggle to get it back.

You are unlikely to get a reply from the VM forum team here in the 'Tech Chatter' forum. A moderator or VIP might move your topic to 'Home Phone' where the VM forum team do reply.

See where this Helpful Answer was posted

6 REPLIES 6

goslow
Alessandro Volta

Your story has been retold quite a few times in past topics on here. I think the past response has been that VM cannot (does not) do that sort of transfer when one account closes and another opens to replace it.

Do you know which telecoms company owns the phone number you are trying to recover? You can find out the owner here

https://portal.aql.com/telecoms/network_lookup.php

If VM owns the number, there should be more scope for VM to help you (if they are minded to). But if the number belongs to another organisation originally, then the number would have been returned to the range holder when you closed your original account down. If that is the case you are likely to struggle to get it back.

You are unlikely to get a reply from the VM forum team here in the 'Tech Chatter' forum. A moderator or VIP might move your topic to 'Home Phone' where the VM forum team do reply.

Daniel_Et
Forum Team
Forum Team

Hi @jiteshbhudia 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Thank you for your support @goslow 👍

Regards,
Daniel

nodrogd
Very Insightful Person
Very Insightful Person

This is a number transfer, not a number port. Transfers happen between numbers owned by the same provider, ports go from one provider to another. This is where transfers can get complicated, as there are no set down rules for transferring a number that was originally ported from another provider, & it is not the transferring provider’s “property” to do what they like with.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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jiteshbhudia
Joining in

Hi many thanks for your help. Much appreciated. Not like virgin media are helpful 

asim18
Fibre optic

My advice is to simply port your telephone number to an actual VoIP provider such as A&A or VoxCloud etc. This way it's just one less thing VM has to manage. Then you can simply use a VoIP handset or softphone and log into your telephone number from any internet connection you like.

Number-6
On our wavelength

It does strike me that this issue all stems from the original request, "queried best way to transfer account into my sisters name” This just isn’t possible, other than in the case of a bereavement, VM will not transfer an existing account to another person. “Were advised the best thing was to set up a new account in my sisters name”; yes this is the only way that in can progress, but it involves you first cancelling your existing account and relinquishing the phone number etc. They can’t process two ‘live’ accounts at the same address.

The comment about ‘the account has to be active to port a number’ is true but in as much as it refers to porting a number between different suppliers, ir you are moving from BT to VM, and want to retain the number, you have to keep your old BT account live for the port to work. This is absolutely not relevant for your situation.

I’m sorry, you have been really badly advised, and this is due to poor or non-existent training for ’the team’, and them basically making stuff up just to get the sale.

It’s not entirely out of the question, but it’ll depend on the chances of someone who knows what they are doing, and is prepared to getting involved, but, realistically, you do have to face the very real prospect that the number is lost.