Transfer of landline number

[HSHSHS]

We activated our VM package on 22/10 but our BT home phone number has not yet transferred.  

I did indicate on the application that I wanted to keep our number but cannot find any reference to it in any of the paperwork so don’t know if I’m being impatient or if it isn’t even being done.

How can I check that the number is being transferred?

[Paul_DN · Accepted solution]

Hi HSHSHS,

Thank you for reaching out to us and welcome both here and to Virgin Media, when you wish to port a number over this can only be done once the services have been installed and the BT number needs to be active, if you have already cancelled this we would be unable to get it back.

Regards

Paul.

[HSHSHS]

Our VM services are all active, we have a temporary landline number.

The existing number is still active and I did ask for it to be transferred in my application. Do I need to do anything else? I just want to know if it’s being dealt with and if not, what do I need to do?

[Tom_W1]

Hi @HSHSHS thanks for your reply.

I understand, if it's still active then that's obviously a positive.

When you left BT, did you inform them that you wanted to transfer the number over to us?

Many thanks

[HSHSHS]

Hi, 

no, because no one told me I needed to and there wasn’t any instruction to do that.

[Tom_W1]

Hi @HSHSHS thanks for your reply here.

Okay so if you didn't inform BT that you wanted to port your number across as part of the disconnection, there is a big possibility that BT will have disconnected the line and this is the reason why the number hasn't ported across I'm afraid.

BT should have asked if you were porting your number as part of the disconnection, so they could ensure the landline number was kept active until the transfer was complete.

I'd advise calling BT directly to see if they can trace your number and if possible, re-activate this so we can then in turn claim the number.

Many thanks

[HSHSHS]

The number IS still active, I’ve checked. I’m still in the notice period. 

[Tom_W1]

Hi @HSHSHS thanks for your reply.

Okay so in order for a number port to be successfully completed, there can't be any disconnections scheduled before the port is requested.

If you are in your notice period (which means a disconnection is obviously scheduled) then this means the port will not go through unfortunately.

What you'll need to do, is call BT and cancel the disconnection entirely, then we can re-raise the port request for you.

I do apologise for any inconvenience caused here.
Many thanks

[HSHSHS]

I appreciate you helping me Tom, but why is this not in the instructions?!

So I’ve got to pay for another month with BT because VM failed to tell me action was required?! I’m sorry, but an apology isn’t going to cut it. 

so I have to ring BT, tell them to stop the disconnect, do I ask them for anything? Tell them anything? Then what do I do? It really shouldn’t be this difficult should it?

[Tom_W1]

Hi @HSHSHS thanks for your reply, I can appreciate your frustrations here.

I'm sorry but it would be the responsibility of the provider you're leaving to tell you this, they should always ask when you go through the disconnection process if you're wanting to port the number over to your new provider (in this case us).

When you'd say yes in this instance, they'd state that they wouldn't be able to schedule this until the port was set up.

If you call BT directly, they'll be aware of such processes and be able to guide you further regarding the disconnection on the account.

Many thanks