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Lynn52
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Home phone number not ported over

Hi there,

when I signed up for virgin broadband and home phone it was agreed on the telephone that my home number would be ported over.

I was set up on 28th December 2020 and my number was working fine until yesterday - 14th January 2021.  Then I get a text message from Virgin saying sorry, your home number cannot be ported over, you will need to use the new virgin one supplied at your installation.

I was never given a new number and did not agree to this.

How can I get this resolved and get my telephone number back?

Can anyone help me with this?

Thanks !

Lynn

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Zak_M
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Re: Home phone number not ported over

Good afternoon @Lynn52 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your landline services. 

 

Please can I ask when your landline services finished with your old provider? Was this cancelled before we took over the number? 

 

Kind regards,

Zak_M 

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Lynn52
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Re: Home phone number not ported over

You put service in via engineer home visit on 28th December.  I called Shell energy on 29th De ember and asked them to cancel my contract.

 

i received an email from them on 11 January to say that’s my account closed

 

thanks

lynn

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Zak_M
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Re: Home phone number not ported over

Thank you for coming back to me. 

 

The reason we wouldn't have been able to port the number over is that the landline provider (shell in your case) account has been closed meaning that we wouldn't have been able to port the number. 

 

Kind regards,

Zak_M

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Lynn52
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Re: Home phone number not ported over

My account never closed until 11th January with shell.  I was not told there was any wait time.  Normally you transfer provider and your number goes straight with you.

Again, I reiterate I made it 100 percent clear when I signed up over the telephone it was imperative I keep my number.

if there is or was any lead time,  I was never advised of this.

I need my old number back ASAP 

it was part of my agreement to sign up

how fo we get this done and resolve this?

thanks

lyn 

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Zak_M
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Re: Home phone number not ported over

Thank you for coming back to me. 

 

 I am sorry that you were not informed of this, however it take 14 day's to port the number over from the pervious provider.  The number would need to be active for us to port this over. 

 

Kind regards,

Zak_M

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Lynn52
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Re: Home phone number not ported over

I feel we are going back and forward here

i have explained that I was not informed of this when signing up

the bottom line is I need my number back.  How can we do this?

you would have informed my supplier of the change over... this should have been sorted between you and them

if I was supposed to do something I should have been told. And I was not,  essentially making this a problem virgin caused.  Not me

lynn

 

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Paul_DN
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Re: Home phone number not ported over

Hi Lynn52,

 

 

Thanks for coming back to us, as the number , once the number has been disconnected it is unlikely we can get the number for you, I will be more than happy to take a look and see if anything can be done however it is possible we cannot.

 

so I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.


Regards

 

Paul.
 

 

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Lynn52
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Re: Home phone number not ported over

Hi Paul,

I am still waiting to hear back from you regarding porting over my telephone number

Can you please provide me with an update

Many Thanks

Lynn Dwyer

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Lisa_CC
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Re: Home phone number not ported over

Hi Lynn52,

 

I've had a look at the details and we're waiting on our Telephony Team to get back to us as they're speaking to the other Operator about the number as we did send the port request so they are investigating. I'm sorry we don't have a better update but we will get back to you as soon as we can.

 

Thanks,

 

Lisa

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