I recently moved from to Virgin. I was assured a port request was attached to the account and I would keep my existing number. However, when the install was complete I was given my new virgin number. I explained that I had requested to port my number and was told it wasn't listed as a port install although it was noted in the comments that the number was to be ported. I was told I needed to call to sort it out.
We are beyond frustrated at the ridiculously poor customer service from Virgin and what seems like the loss of a long held home phone number. Reading through the forum, this number port issue seems to be a common problem.
It seems as if our account was not transferred, but the previous one closed and a new one opened, but there is no acknowledgement from Virgin that this was their mistake, or any real evidence that they are trying to resolve it