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Ant8
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Landline number still not ported

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

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Jodi_S
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Re: Landline number still not ported

Hi Ant8,

 

Welcome to our community and thanks for posting. Really disappointed to hear you've not received the help you were looking for when you have called our team about your number port.

 

We can certainly understand your concerns and frustration over this matter, especially as you requested your number to be ported over a month ago and you need your original number for hospital appointments.

 

We can certainly look in to this for you as we will need to find out what is causing the delay. I will pop you over a private message so I can take a look at the account for you.

 

Please click on the purple envelope to accept the chat.

 

Kind regards Jodi.

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Jodi_S
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Re: Landline number still not ported

Hi Ant8,

 

Just a quick note to say we have now credited your account as agreed and closed the complaint. I'm glad we were able to get this issue resolved for you, and we apologise for the amount of time this has taken.

 

Kind regards Jodi. 

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