I am very disappointed in the service provided by Virgin Media.
I am a new customer to VM and I bought broadband + landline. I wanted to keep my old BT landline number, and I ticked the box when buying the products.
I cancelled my BT contract and made sure this would be a few days after the VM contract starts in case anything happens. I also didn’t want to pay for two contracts at the same time and I thought this would be seamless(one contract ends, the other starts)
However I had no message about what was happening to the number port, so i called up and the agents said “yes we have a request in place, it will all be taken care of”, so I thought ok I’ll wait, 14 days still nothing so I messaged via WhatsApp only to be told that this has been rejected due to the BT line being inactive now and it was up to me to ring BT to get them to make it active again.
They have now stated they would raise a request for a number port from released numbers which I believe BT have released, but this is more waiting and waiting and at the end of it all, I’m not even sure this will all work out.
Now I’m stuck as I need this number for important appointments etc, but honestly I’m sick and tired of dealing with all this when it should have been a seamless experience. I did not have this experience when moving from VM to BT and the number was kept fine and I did not have to do a thing.
Can’t believe it is 2022 and we still get service like this, terrible experience for a new customer
Sorry to hear of the problems in regards to the number port from BT when you returned to us, we can understand the frustration given the number has been with you for quite a while. We appreciate you raising this via the forums and welcome to the community.
When did you last speak to the team in regards to the transfer of the number? What did they advise?
I’ve been speaking to them on and off and I’m currently in a WhatsApp chat with them,
Theyve advised that they can’t do anything as the BT line is dead and that they are now going to put in a new request to see if they can get the number back as it should have been released now