Landline Porting Issues Number Recovery?

[NotTechWizard]

Hi Everyone,

Im making this post for my grandad who moved from sky to virgin in June.

We signed up for the virgin contract online and I put his old number in to be ported over when filling in all the details. Then a couple of weeks later maybe around 20th june the sky contract completely finnished so I set the virgin kit up and he had a new number (temporary). Fair enough but a bit annoying as he relies on the landline to keep in touch with people and hospital appointments etc. So I called up right away to see if there was anything that could be done and they said there was no number port in place. I was on the phone for an hour then they said they had arranged the port again and it would take 10-12 working days.

So we waited and that date came and went and nothing happened and then a few days after the deadline his number was ported over. But with an issue. He could make calls on his ported number and it would show up all correct but he couldn’t recieve calls on the ported number or any number at all.

so we called once again and this time got a technician out. The technician came the following week and said that the number had been ported but only for making calls and he still had a tempory number for receiving calls. Which didn’t seem to work when I tried. The technician called them up and arranged for the port to be sorted again 10-12 days or something.

All dates I’ve given are rough as I can only really help him on weekends and can’t remember exact dates of things.

so once again we waited the time they said and an extra day or 2 and then now he has completely lost his ported number that we are trying to get and is on a completely new again temporarily number.

So now it’s looking like they have lost his number completely.

So I called up as soon as I realised that and spoke to someone who seemed to understand the issue a bit more. They couldn’t understand why this has all happened and took my personal mobile not related to his account and said they spoke to a supervisor to look into this and they would be in touch 7-10 working days. They said they will be trying to recover the number.

But in dealing with all of this my grandmother has been in hospital and she is now out of hospital but they have had this number for over 20 years and with her health it’s really quite important that they can keep there number they have always had to avoid any confusion or issues with hospital appointments etc. I was trying to have this sorted for her coming out but they just keep messing it up.

I’m extremely disappointed in virgin media in all this as I’ve made quite clear all along they are elderly and need the landline and just keep getting told to wait 10-12 days and they never get it right.

Is there anything else I can do about this or any way to get it sorted faster as I really don’t know what to do any more.

thanks in advance for any help and advice

[newapollo]

Hi NotTechWizard 

It's possible that your grandpa's Sky landline number originated from a different provider and this is causing a problem with the switchover.

If you type his number into the following site, under the Offcom Data sub section it should state which network the number originated from.

https://portal.aql.com/telecoms/network_lookup.php 

[NotTechWizard]

Thanks for the reply. Maybe although I can’t understand why it ported over for making calls but not recieving them at all and then now it’s completely gone again to a new tempory number.

It origionated from bt looking online but he had been with sky for around 1-2years before he recently switch to virgin and he has been with virgin before that.

one other thing that I forgot to post is when he was with sky it was for tv, landline and broadband but the landline was the normal phone line and the virgin contract is for broadband and landline only but the landline is a fibre landline.

[Matthew_ML]

Hey there, thank you for reaching out and I am sorry to hear this.

With the port, if it has been ported over it should be working fine, so just to confirm they can make calls on this number but they cannot receive them? 

What happens when someone tries to call them, do they get any errors?

So the number was with Sky, did it belong to Sky at all?

[NotTechWizard]

I think you have misunderstood.

After all the trouble getting the port initiated when it should have already been done, it then ported over. He could make calls on the ported number but could not receive calls. When attempting to call his number it would just say number not recognised but when he called us it would show up with the correct ported number.

But now he has been given a completely new number again so the ported number is lost again. He can make and receive calls now but it’s a new number not the ported number.

the number did not belong to anyone, as above it’s over 20 years old and was originally supplied by bt years and years ago. Other providers have had no issues porting it so you shouldn’t have had any issues porting it and as I say the number was ported but only for making calls and now you have taken and lost it again which I can’t understand why you did that.

I’ve lost my patience with the issue at this point and it just needs to be resolved asap instead of just saying to wait 10-12 days every time I call up.

[Matthew_ML]

I am sorry to hear this

Have they give him this temporary phone number whilst they port the number over?

A number port is not guarantee to go through we will try our best to do it but sometimes it cannot be done.

If they have give him a temporary number until the port goes through, it does sound like they are working on this.

We cannot speed up a number port sorry.