Phone Adapter and Number transfer

[aodavids]

Hi, I have a new upgraded contract with home phone dated from 4 August. I’ve been waiting since before then for a phone adapter and home phone number transfer from BT. I have contacted VM twice to no avail. Any help would be appreciated. Thanks. 

[Steven_L]

Hey @aodavids,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm really sorry to hear that you haven't yet been given a phone adaptor, did your services get installed by an engineer or was it a self install?

If it was a self install, the phone adaptor should have come in the package or an engineer install, they should have installed that for you.

What have you been advised about this, when you called into the team about the adaptor and the number port?

Regards,

Steven_L

[aodavids]

Hi @Steven_L

Thanks for your quick reply. 
I had Broadband only installed by an engineer a few months ago. I now want to upgrade to add phone and transfer number. New contract started on August 4 but no adapter and number not transferred so still paying for BT too. 

[aodavids]

As regards adapter, I was told twice it would take 48 hours and 5 days to port number. The last time I was told this was Friday 29 August.
Original date for port was 7 August. 

[Steven_L]

Thanks for your even quicker reply @aodavids, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks @aodavids and you're very welcome.

Yes please keep me updated with the adaptor and the number port.

Regards,

Steven_L

[aodavids]

Dear Steven_L

The adapter arrived this morning and our number port has been successful. Thank you very much for all your help. It is much appreciated. 

Our billing is still showing the amount from our previous contract. The new contract started on August 4. I am now worried that we are going to be charged twice. Would you be able to help us with this too, please? Thank you.

Also, are we entitled to compensation for this taking over a month to be sorted?

Best wishes 
Anne

[Carley_S · Accepted solution]

Hi @aodavids

Thank for getting in touch and letting us know that your adapter and number port was successful. If you have any further concerns or questions regarding your account whilst your still in private message - you can reply back to the agent via private message and they'll be able to help further.