Keeping landline number

[tatey_j2012]

How is that following my husband's death, if I'm now to be set up as a brand new customer (a significantly cheaper option than transfer of responsibility), I can't keep my existing landline number?  We've been with Virgin Media for over 34 years and swapped this number to them when we moved to them from BT?  So it's effectively been a Virgin Media number all these years?

[Carley_S]

Hi @tatey_j2012

Welcome to the community forums. 

Deeply sorry to hear about your husband and of your concerns you have with your landline line number.

There are ways that you can keep your landline number, but there are things that can prevent the number being ported to the new account, such as If the address is changing to an address which is far from the original and if the original account is remaining active and not disconnecting. 

If the address is remaining the same and the account is being disconnected, then a number port is possible, but we must wait for the bereavement process to be completed before a number port can be requested. There is a 10 day window after the account being closed to make this request before the number returns back to it's original owners (BT). 

You can make this request with bereavement, or if not, we are also able to make a number port request for you. Please let us know when the bereavement process has completed and the account is closed and we'll be able to process this for you. I advise again, it's very important that the request MUST be made within 10 days of the account disconnecting/closing or the number will be returned to BT and lost. 

Let me know if you have any further questions or concerns. we'll be here to support if needed. 

[tatey_j2012]

Thanks Carley.  This is more helpful.  This wasn't mentioned by the guy on your bereavement team that I spoke to yesterday.  He simply advised that if I opted to be a "new customer" to gain the savings I'd lose my landline number.  The address isn't changing and the old account would clearly be closed.  I'm due to speak to him again during next week and will advise of your response on here.  

However, could you clarify your comments further for me in case I opt for this alternative? 

-  You indicate that you must wait for the "bereavement process" to be completed before a number port can be requested.
-  Is this an internal process within Virgin Media? 
-  How long does it take? 
-  Am I notified as soon as it's completed?

- Secondly you indicate that you can make a number port request for me provided this is made within 10 days of the account disconnecting/closing or the number will be returned to BT and lost. 
- Is this to be a further telephone call by me?
- Am I correct in understanding that I would lose service (TV, broadband and phone) for a period?  If so, how long might this be?

Obviously the easiest option for me to is simply opt for "transfer of responsibility" but, as I no longer need sports channels and would remove these, that would apparently that break the terms of the existing contract with you and I'd lose the discounts currently applied until August.  I also find this unreasonable when the reason is bereavement.  

Your clarification of the above would be most helpful.

Thanks, tatey-j2012

[Carley_S]

If you were to opt for a new customer deal, you would in a sense lose the landline and be given a new number, but once the other account is fully closed, you can then you can request your older number to replace your new number you were given through a number port request. 

The answer you questions. 

The completion of the bereavement process, would be when the account is completely closed. So this should be completed on call with you unless you agree an alternative date to close the account. You do not need to give 30 day disconnection notice for any of the services through the bereavement process. You would however need to return the equipment attached to the account as a further action on the account, but this will not affect the closure date of the account nor affect to when you can request a number port. This should be all explained to you on the call with the bereavement agent.

As mentioned this should all be completed on call with you and you will be informed of the account closure date as agreed and arranged. 

We can complete a number port request via the forums. We would just bring you into private message to pass all the needed security questions and locate the account and make the request for you. You can call if you prefer, but it might be easier to just come back to us here and we can complete this for you. 

If you chose to close the account on the call, then the bereavement team can also make a number port request for you also. 

Yes, you would lose all services on the account when it is fully disconnected and closed.  It will all depend on when the new equipment is received and activated as to when the services will be back on. 

We unfortunately do not perform transfer of responsibility requests anymore due to security reasons. Anyone seeking transfer of responsibility are advised that we would need to create a brand new account in their name rather than changing the name on an existing account.   

Let me know if you have any further questions or concerns at all or anything else you would like clarifying. Hopefully this can be all resolved for you smoothly and easily with the bereavement agent, but we'll be here to support further should you need. 

[tatey_j2012]

Hi again Carley

and thanks for your full response.  It's all quite a confusing process, especially as I appear to be receiving conflicting information - the bereavement officer clearly gave me two options - "Transfer of responsibility" or "brand new customer".  Anyway I'll see how I go on when I speak with him next week.

Thanks again for your help
tatey_j2012

[Carley_S]

Hi @tatey_j2012

My apologies for the confusion caused. 

I have spoken with bereavement to confirm and they do in fact offer transfer of responsibility as an option. I know it's not an option for an ordinary request, but it is still an option within the bereavement process. My apologies again for my mistake. 

Keep us updated with how you get on. 

All the best, 

[jem101]

---

@Carley_S wrote:

Hi @tatey_j2012

My apologies for the confusion caused. 

I have spoken with bereavement to confirm and they do in fact offer transfer of responsibility as an option. I know it's not an option for an ordinary request, but it is still an option within the bereavement process. My apologies again for my mistake. 

Keep us updated with how you get on. 

All the best, 

---

Carley, I was literally about to make a post along the lines of 'sorry but you are wrong, bereavement is the one exception to the general, 'not able to transfer responsibility' arrangement, so good for you for coming back and clarifying the situation and correcting the statement.

@tatey_j2012, firstly my condolences, personally I would opt for 'the transfer of services' option, you will have all sorts of stuff to deal with in the next few weeks and months and a loss of your landline number won't help! Take over responsibility; yes it will cost you more in the short term, but when you have the time, carefully think about what you want to keep. Is the existing landline number that important? Maybe they can transfer the number to a new account, maybe not, VM processes are not the most robust and obvious in the world! Maybe take the opportunity to start afresh, get a new number and only give it to certain people. Do you even want to stay with VM? Maybe not and you can arrange for the number to be ported to another provider.

In the great scheme of things though this is all fairly unimportant compared with all the other stuff you will need to deal with - just take your time and when you are ready you can always come back here for advice.

Best wishes and take care

John

[tatey_j2012]

Hi Carley

It was good of you to check and clarify. 

Many thanks
tatey_j2012

[tatey_j2012]

John,

Thanks for your condolences and your comments.  You're right - I really do have enough other things to deal with at the moment and transferring responsibility is the most appealing option but if I do this now and the account is in my name, I'll lose the option to later sign up as a new customer - or so I've been told - unless I transfer to another provider for a while - though I'd prefer not to do that either just at the moment.  

Many thanks to you both for your input.
tatey-j2012