Old Landline Number

[dawnpearman]

I'm a bit worried. I moved mum over from plusnet to virgin for broadband.  I thought she had BT for her landline but it's become evident that was with plusnet too.  As it's stopped working.

I've added a landline to the Virgin account talking with a very nice man who is sending us a dongle.  But he never asked me about porting the number.

How do I make sure the new landline has the old number?

[Carley_S]

Hi @dawnpearman 

Welcome to the community forums.

Sorry to hear of your concern with your mum's number being ported. 

Do you hold any lasting power of attorney on your mother's account at all? 

How long was the move completed and the landline number cease working with PlusNet? 

[dawnpearman]

I do hold an LPA but not registered with Virgin.

She cut over 2 days ago on Saturday.  And the phone has stopped working

I asked for the landline to be added today

[nodrogd]

The rules are that you can only port active lines. You also have the added complication that Plusnet lines are leased from BT, so they go back into the BT pool for reallocation.

[Carley_S]

Ah okay great. 

Are you still concerned that this was not action for you today when you asked for the landline to be ported, or that you had other questions regarding the number port?

The request itself can take around 10 days to complete. More than happy to help further should you've any further questions or concerns at all regarding this. 

[dawnpearman]

If I read it correctly Plusnet will have sent mums number back to BT for reallocation.  Can you help us secure that number?  She has had it for 50 years+

Virgin don't currently know her old phone number.  No one has asked, so I assume nothing will happen unless something changes.  Can you help change this outcome?

[Carley_S]

Oh sorry, you mentioned in your previous post that you asked for the landline to be added today. Did you not mean that you contacted us to request the number to be ported today?

We'd request the port on our side and then PlusNet would either accept or reject the port depending on if the landline number was still available to be requested. We don't have any control over whether they reject the port or not, but we can certainly attempt to request the number, but only if this hasn't already been actioned/ or a request already made, as multiple requests may affect and interfere with the process. 

[dawnpearman]

I feel like we are going around in circles.

I requested the landline but not the port.  So I assume she will get some random new number

You need to know my mums account number and the number of the old phone number so you can request it from Plusnet.  How will I give you that info?  and what else do you need?

[Vikki_M]

Hi dawnpearman,

Apologies for any confusion caused.

We can raise the port request, however for security reasons this does need to be requested by the account holder. 

Is she able to contact us directly to request this? 

All our other contact channels can be found here 

If you'd like to register power of attorney, the process and what we require is here

Please pop back to us when you can. 

[dawnpearman]

Just to close out for anyone researching.  I stopped using this channel and phoned Virgin

The new landline won't be online for a couple of days and they can't port till its on.  When it's on I have to phone back and request a port.  If Plus net still have the number that will work.  If they don't then I don't know what will happen but we'll cross that bridge later.