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petergrayley
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Incomplete landline number porting

I've been a broadband customer for several years and recently subscribed to the TV and home phone package, requesting a landline number port after the VM phone line activated.

The number I'm porting in was from Voipfone and originally BT at the same address.  The request was made 7th Dec, and now I'm in the situation that outgoing calls from the VM home phone appear to have the correct ported number but calls to that number are still routed to Voipfone.  Voipfone tell me that the port is shown as incomplete, but they can do no more to complete it.  I'm struggling to get anywhere through VM support (tech team say they can't help and point me at an Ooomph support number with a very long queue.

If anyone can help, it would be much appreciated!

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Rachael_F
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Re: Incomplete landline number porting

Hi petergrayley,

 

Thank you for getting in touch with regards to your number port. I'm sorry that you've had trouble with your landline since this should have completed, I'd be more than happy to take a closer look for you.

 

Our tech team certainly should be able to work towards a resolution, as this is a fault and nothing to do with your package itself. I'm unsure why they would have advised otherwise so I can only apologise for any incorrect information given. I've sent some feedback to this agent's manager so hopefully they won't make the same mistake again.

 

It's likely that there's a simple hold up or provisioning issue at our end that can be resolved by our specialised telephony team. I've escalated this straight to them so they should have this sorted for you within the next few days. I'd anticipate them giving you a call to confirm that everything is working. If you haven't heard from them, please give us another shout here and we'll chase this up.

 

Thanks,

Rachael

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petergrayley
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Re: Incomplete landline number porting

Hi,

Thanks for the escalation, I'll keep checking and raise again next week if nothing happens.

Peter

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Rachael_F
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Re: Incomplete landline number porting

Hi Peter,

 

No problem at all 🙂 Please do let us know if you're still having trouble and we'll do all we can to get this sorted for you.

 

Thanks,

Rachael

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petergrayley
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Re: Incomplete landline number porting

Update, a week later...

The VM landline started working and used the correct landline number for about a week, and the previous provider, Voipfone, confirmed that the port had completed. All good, then...

Today, the landline has stopped working (number unobtainable/unrecognised), and is not possible to make outgoing calls...

I'm going to raise an issue.

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Zak_M
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Re: Incomplete landline number porting

Thank you for coming back to us @petergrayley 

 

I can take a look into this for you, Can you confirm for me, Do you currently have a dial tone? 

 

Kind regards,

Zak_M

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petergrayley
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Re: Incomplete landline number porting

Hi,

I do have a dialtone, but on trying to dial out, I immediately get an engaged tone (mid dialling).

The phone icon on the hub 3 flashes continually.

Calls to my landline report number unavailable.

 

Thanks,

Peter

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