I moved house on 19th November, from a virgin media enabled address, and kept exact same services. Phone number was meant to stay the same but for some reason I was given a new one.
I contacted online chat on 20th November and was told there had to be a number porting request, advised this would take 10 days.
After 10 days, the number still hadn’t been transferred and I rang to speak with someone who said I needed to pay £25 to keep my number, after I complained I was told there would be no charge. I said I wanted to make an official complaint and the advisor hung up.
I rang again the next day and was told it would be sorted within 48 hours. It wasn’t.
I rang again on 10th December and was told the reason it hadn’t worked was that my old address hadn’t been deactivated. I was told this would be sorted within 5 days.
it still isn’t sorted.
I’m still not clear why it’s a number port when I’m moving from a virgin media address to a virgin media address.
Thanks for posting. Really sorry you've had some issues with the number port and then the complaint. It would be a number port still because even though it's Virgin to Virgin, you're moving the number from one address to the other.
I shall send you a PM now to discuss this further and hopefully we can resolve this.