Our new line for broadband and home phone with Virgin Media was activated on the 10th of August and it's been a nightmare trying to get an answer as to why our old number hasn't been brought across from our old provider.
We've had our landline number for nearly 20 years (through 4 different phone providers) so made sure when we spoke to Virgin Media upon joining in June that our number could be kept, we were told yes it could. We had cancelled our account with NowTV a few days before that and no-one there asked us if we needed to keep our phone number and this seems to be the start of our problems.
I have been told by customer service staff this evening that the port request was refused by NowTV at some point probably before we even had our account activated on the 10th August. Also that it was our responsibility to make sure our line stayed active by asking for this when we cancelled. I know nothing about how porting works so how were we supposed to know this if we weren't asked? We were told by Virgin that we could keep our number when signing up, we took what they said as being true. We expected that the two companies would speak to each other and resolve this.
Two weeks and 4 phone calls over the past two weeks and we have been told we apparently can't have our number back. Each time we called we were told someone would get back to us within 48 hours and each time it's gone past that deadline and no-one calls, so we chase it up with another call again. We've been told different things by different people we have spoken to and have even been given a number that didn't exist, this was so we could chase it up with the porting team ourselves, in itself a strange request of a customer. I can't even begin to count the hours we've spent on the phone to Virgin's helpline.
The final straw this evening was being on hold for 1.5 hours and then hung up on whilst I was in mid sentence making a complaint. I just can't believe the treatment from such a large company as this.
We have now phoned up this evening to cancel our account, after being told that we would have to contact NowTV and sort this out ourselves. I don't think Virgin seems to understand or even care the hassle this has caused us.
Does anyone know how we can resolve this and get our number back?