Good morning,
My landline number port from BT was supposed to happen on the 02/09/21 and hasn’t happened. No update from Virgin on any problem, or any indication of when it will happen. Here is the timeline of events:
06/08/21 WEBCHAT Virgin bundle purchased (inc landline)
07/08/21 VIRGIN WEBCHAT I asked when my porting would be done and the ‘request was raised’
22/08/21 VIRGIN WEBCHAT I asked when porting would be done and I was told by 24/08
24/08 BT EMAIL declaring moving service to other provider. Landline will stop on 02/09
24/08 VIRGIN WEBCHAT still not ported. Takes for me to contact Virgin to be told there was a ‘problem porting my number’. REF: FOR002038198. ‘Number will be lifted successfully within 48 hrs’.
13:49 02/09/21 VIRGIN PHONE CALL. Told ‘24hrs to port successfully’
14:12 02/09/21 VIRGIN PHONE CALL. Operator said she couldn’t answer anything and that I didn’t make a port request!
16:42 02/09/21 VIRGIN PHONE CALL ‘24-48 hrs’ Said was ‘normal i couldn’t see my number or a different number as my porting number would replace it soon’
12:00 03/09/21 VIRGIN PHONE CALL operator spoke to a ‘specialist line team and a ticket was raised REF: P010761969. Will take ‘3 days to port’.
03/09/21 VIRGIN WEBCHAT operator confirmed ticket had been raised but couldn’t confirm timeframe.
I also think my number may have been lost as when I logged into My Virgin on 02/09/21 the number to be ported was visible and I logged into it 04/09/21 and the number is gone so I think Virgin may have messed this up. I also see a different landline number in the header when logging into the My Virgin app to explore the Phone part of my bundle.
So what the hell is going on!? A month ago I requested a port and purchased my bundle. For such a big company the customer service in general and the constant stonewalling is pretty shocking. I have copies of all the conversations and events even when Virgin said requests were not raised. The time for me waiting was decreasing each time as I was not believing a word in the end. I am already thinking of switching providers back again so soon and making a serious complaint to the relevant authorities for such appalling treatment and non service for things I am paying for. Apologies for the tone but it’s getting pretty frustrating now and it’s a landline in constant use with call from the hospital etc.
Can I get any help on here or do I have to enter the massive phone support queue for ages again? Also what’s the process of reclaiming a lost number if this has happened? Thanks for your help
