Home Telephone Number Not Ported

[yghodiwala]

I have moved my account to a different property and requested Virgin Media to Port my old home telephone number. I've spent a lot of time on the phone trying to resolve issues with my old telephone number not being ported but not succeeded in my attempts. Virgin Media's customer service nowadays is terrible, and I've had multiple frustrating experiences with the call center based in India. Despite requesting them to let me speak to the manager and UK Customer Service they did not let me speak to either of them. It's frustrating the confirmation from the Virgin Media team is that the agent has made a mistake and instead of moving the account agent has created a new account. Since February I have spoken so many times to customer service and each time they have told me the issue is resolved and the telephone number will be ported. But on my last call in May, they are now saying the number is no longer available to port. My telephone number is over 25 years old and this number was also given to my business contact losing this number is a big loss. I don't know what to do. The help from someone who understand the importance of your old home telephone number will be much appreciated.

[David_Bn]

Thanks for reaching out to us @yghodiwala, and a very warm welcome to our Community Forums!

I'm sorry to hear of the issues with the landline phone number when moving property.

Can you please confirm if this was done via our Movers team or if it was a case of cancelling one contract and then signing up as a new customer at the new address?

Thanks,

David_Bn

[yghodiwala]

It is via the Movers team. The contract was ending in February, the notice was given in January. The new deal was agreed for 18 months for the moved property. SPoken to the team at the time when the number was not ported I think it was after 2 weeks, as they advised it may take up to 4 weeks to port the number.

When spoke to the agent, the agent advised that the previous agent had made a mistake instead of moving the account the agent had opened up a new account but now I have sorted this issue and the number will be ported.in 48 hours but it may take up to 4 weeks. I have called 5-6 times and each time agent advised it will be ported we have sorted the matter at our end. only during last call the agent advised I will no longer receive my number.

[David_Bn]

Thanks for coming back to us @yghodiwala.

I'd be happy to take a closer look into this for you, check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn