on 28-10-2020 15:53
I joined Virgin Media (VM) in late September 2020 on assurance I would be able to keep my old landline telephone number (my family have had this number for over 20 years). It is very important to my family (especially my elderly mother) to keep this number as it is the only way many friends and family in Bangladesh can contact us.
VM initially had informed me my number was to be ported over from Sky on 12th October 2020. I found this had not happened so called VM on 13th October 2020. VM informed me it had been rescheduled for 15th October 2020 and assured me would be transferred on this date. *Taking VM on its word, I allowed the cooling off period to lapse and thought I did not have to worry about it.
Just over a week later, my mother mentioned she had noticed the phone had still not transferred so I called VM (on 24th October, then 27th and 28th October 2020). The VM staff were trying to be helpful but passed me around quite a few departments and ultimately said they were unsure why porting had not been completed. They said it might be Sky is refusing to release the number, or more likely VM staff had not filled in paperwork correctly. One VM staff mentioned it would now be a priority and trying to schedule for 2nd November 2020. Later VM staff said now scheduled for 12th November 2020.
On calling Sky, they said they were not stopping VM from porting number (nor could they). They confirmed they had received VM’s ‘unsolicited cease’ request on 28th September 2020. They also confirmed VM likely tried porting over number on 15th October 2020 but failed. They suspected this is because VM had not completed forms correctly. Note: as mentioned to VM staff on phone, https://www.syntec.co.uk/who-owns-my-number/ tells me my number is owned by Vodaphone Ltd (C&W) rather than BT, so could be the error VM are making on form.
VM staff said I needed to keep Sky line active (otherwise I would lose my old number). I mentioned to VM staff that I was unable to afford the extra expense of keeping Sky line active (out of contract charge is £43 per month) and pay for VM package out of my annual budget. I asked if I could freeze my VM package (i.e. not use, and so have to pay for, any VM services until porting issue resolved). The VM staff said this would not be possible and I would have to pay a cancellation fee (about £200) if did not continue to pay as contract as now over cooling off period. As I desperately want to keep my old phone number, I am in a frustrating Catch 22 situation. In addition, I have so far spent (mostly in waiting time) around 7 hours on the phone to VM and 2 hours to Sky trying to get this resolved.
Really hoping someone can help to find out 'why did the previous porting attempt failed?', 'what will VM be doing differently on next attempt to solve this?', and 'why there is such a long delay till able to port?'. Thank you.
on 30-10-2020 13:00
Hi Thank you for messaging with me M-N_M,
Please keep us posted on your number port 🙂
Thanks,
Zoie
on 30-10-2020 23:47
Will do - thank you for all your help so far 👍
on 03-11-2020 16:24
My landline number seems to have partially transferred to Virgin Media. If I make a call through the handset connected to the VM Hub (to my mobile), my mobile shows the correct landline number. However, if I call from my mobile (or any other phone) to my landline number, it immediately cuts off. Could you help resolve? Thank you.
on 03-11-2020 18:42
Hi M-N_M,
Thanks for coming back to us, sorry to hear you're still experiencing some further issues.
I've had a look into this account and triggered the import of the number, I did this an hour ago so hopefully you shouldn't be having any more problems.
Can you please test the line again for us and let us know how it goes?
Thanks,
Beth
on 03-11-2020 18:53
Just tried but no change (still not able to receive calls on landline)
on 03-11-2020 19:16
Ahh okay, thank you for checking for me.
I can see the number has definitely ported across, and that you've spoken to an agent who has raised the issue with our second line telephony service team. They should be in touch with you within 24-48 hours to look into this further for you.
If you do need anything else in the meantime just give us a shout.
Thanks for your continued patience 🙂
Beth
on 05-11-2020 17:05
It was nearing 48 hours and no one had called back so I called Virgin Media. The VM staff member said they would investigate and call back within a further 48 hours ☹️
on 06-11-2020 09:39
Thanks for the update M-N-M
Have the team been in touch?
Thanks, Emily.
on 06-11-2020 14:48
No one has called me about the issue so far, no 🙁
on 06-11-2020 14:52
Sorry to hear this, I'll just let you know that from when the number porting request form is submitted it would take 14 days to go through.
Has it passed this time frame since you called us to put this through?
Thanks, Emily.