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 Called up once my account had closed & was told no problem, as my account no longer active, the port request could go through & should wait 7-10 days for the number transfer to complete.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.
