Landline Disconnected Without Notifying Me

[vikashpatel1]

I contacted virgin media last year July to notify them that I will be vacating the house due to renovations, so I did not need the broadband and TV on my package, but I wanted to keep the landline active so I don't lose my landline number. These changes were made on 19th July 2021. I have recently moved back into the property to find virgin media have disconnected my services entirely without my knowledge! 

I have tried to ring virgin media and explain the issue, but keep getting passed from department to department.. No one seems to know what has happened to my account!

I want my landline reconnected to I can port my landline number to another service provider, this is just ridiculous! 

[Gareth_L]

Hello vikashpatel1, 

I have an inkling as to what has happened and would like to confirm this.

But first, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L

[vikashpatel1]

So I've been told that my services were disconnected because I did not respond the Virgins communications about needing to upgrade to VOIP.

I DID NOT RECEIVE ANY COMMUNICATIONS FROM THEM!!!

They've disconnected my landline without telling me, and are trying to make me take out a new contract to active the landline again when all I want to do is move the landline number to my new provider

Absolutely scandalous, why can't they reactivate my landline without the need for me to take out a new contract, and why even disconnect my services in the first place!

[Ashleigh_C]

We're very sorry to hear that this has happened @vikashpatel1 please do continue to speak with our agent via the PM and we will do all we can to help. 

Thanks again. 

[vikashpatel1]

So I was told by Virgin the line is active but belongs to BT, I contact my new provider to notify them and they respond with the following:

Unfortunately the number is not live, I have just test called it and it is inactive.
 
The number sounds like it has been ceased and when this happens the number goes back to BT Openreach.
 
We cannot go and take the number, its not how our process works, hence why we tell customers the number must be kept live. If Virgin are unable to make the number live again for you, unfortunately all we can do is assign a new number.

So once again I must ask, why were my services disconnected in the first place?? And why can't you reactive the line for the number switch to take place?

[Hayley_S]

Hello @vikashpatel1,

I can see you are in a private message with another agent, they will respond to you as soon as possible.

I am sorry for the delay with them getting back to you.

Many thanks,

[vikashpatel1]

I keep being told that I need to set up a new account to reactive the line.

SET UP A NEW ACCOUNT FOR ME THEN!!

Stop sending me round in circles and reactivate my number so my new provider can port it over!

[Carley_S]

Hi @vikashpatel1

My apologies this is still unresolved for you. I can see you are in an open conversation with another colleague at this time. Please direct any question or concerns you still have with them. 

[vikashpatel1]

I've been told to set up a new account to get the number reactivated, and once it is active and the number has been ported to the new provider the account will be closed and any charges will be cancelled. But the sales team are asking me to pay an upfront cost right now and are unable to tell me if this will be refunded to me..

Can someone please just create a new account and reactive the number so I can port it over to the new provider? Or can someone call me to get this sorted out!

[vikashpatel1]

On the phone with virgin sales for over an HOUR AND STILL NO PROGRESS!!! ABSOLUTELY SHOCKING!

CAN A SENIOR SUPERVISOR OR MANAGER PICK THIS UP?!