Old landline number not transferred

[MC61]

We recently moved from sky back to virgin. We did it online and ticked the box for our number to transfer. It was originally a virgin number. We just checked as people said they could not contact us and saw we have a new number,. On ringing virgin we were told it has not been transferred. We have had this number for 27 years! Can’t believe we can’t get it back some how??

[Lee_R]

Hi MC61, thanks for posting and welcome to our community.

Sorry to hear you've lost your landline number and for any inconvenience this may be causing you, your friends and family. I would like to take a look on your behalf. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.  

Regards

Lee_R

[Saorsa]

We have just moved from SKY to Virgin (end November) and old number (of almost 40 years) has not been ported over - umpteen webchats/calls/complaints in writing and still waiting on a resolution - see the whole gory story under "Problems getting landline ported over to Virgin (5 January 2023).  

[Ashleigh_C]

Hi there @Saorsa

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry to hear that your number port has not across as expected, can I ask if the number is still active with your old provider? If you're not sure are you able to check that the number is active with them?

Thank you

[Saorsa]

Hi Ash

Already in communication with Matt about this issue - as have posted directly about my experience on this.  There does seemto be anissue withadequate information being given to new customers about how to ensure they keep their old landline numbers.

[Ashleigh_C]

Thank you for letting me know @Saorsa and I do hope Matt is able to get this resolved for you. I will pass your feedback on to the relevant teams as well.

Thanks again and please do let us know how things go.