Transferring Landline Number - Active Line Takeover

[mnadeem89]

Hi,

I recently placed an order with Virgin for broadband and a landline package.  The installation date was 11/05/2021 and I immediately received confirmation from my current provider that my number will be transferred over on that date.  This order (with virgin) was subsequently cancelled due to personal circumstances.

I then placed a new order with virgin on 02/05/2021 with installation booked in for 13/05/2021.  However my current provider has received no communication/request to transfer over my landline number.  Having spoken to the Virgin Customer Service team they say that they have sent it as it shows up on the account notes.

I believe somewhere along the line whilst placing the order something has gone wrong which is why my current provider has not received any notification of transfer.  I cannot be in a situation where on the 13/05/2021 I end up with two different providers.

Is there a way for Virgin Media to 'resend' this request to ensure it does arrive with my current provider.

[mnadeem89]

I have checked the landline phone and I am now at the stage below:

1. Plugged landline into router and I can make calls with the number I wanted to port over. 

2. When I call the landline number I can hear it ring through the mobile but the handset does not ring (checked with different handsets).

3. Original landline and broadband still active which means it has not been ported over correctly.

Surely someone in the company must know what to do here.  

[John_GS]

Hi, thanks for coming back to us. 

I am sorry it's not working properly. I've checked the system and can see you've spoke to the team, they've contacted our telephony team who are looking into this for you

Kind regards,

[mnadeem89]

This is now beyond parody. On both Saturday and Sunday I was assured that this has now been escalated to the a higher level team to look into and that I would receive a reply within two hours. It's now been over 3 working days and I have received nothing. I have also made a formal complain to virgin which has obviously not been looked into.

I will now be making a complaint directly to OFCOM. How is it that nearly three weeks after ordering services from Virgin Media, no request to port the number has been sent to my previous provider.

[Laurie_C]

Hi mnadeem89,

I'm sorry that this is still a problem for you, I can completely understand your frustration. I've just checked your account, and I can see that this issue is with the appropriate team, and that they will be in touch as soon as they have more information to update you with. I do apologise for the inconvenience that this is causing, thank you for your patience.

Kind regards,

Laurie

[Rich34]

Hi Mnadeem89,

Had exactly the same experiance as you, mines now been sorted.

From reading other posts this is a common fault of Virgin, to slow porting numbers over.

Mine took almost 3 months, only got sorted when somehow i spoke to a lady called April in Manchester who normally only speaks to engineers, after speaking to her it took 10 days.

For you information all de activated numbers are held by Open Reach, who Virgin need to email to reactivate your old number, which can then be ported by Virgin to your landline.

Hope this helps

[mnadeem89]

Hi

Which number did you call to get this sorted.

As my number is still with the previous provider I am thinking of cancelling and going back.

Literally had enough of this.

Thanks

[Rich34]

Molly_G is part of the Virgin forum team, if you can contact her on here, she might be able to contact April in Manchester on your behalf.

i will message her and ask her if she is able to contact you direct aswell.

As i said before if your number is inactive at your old provider, Ask Virgin to request a re activation from Open Reach.

[Zak_M]

Good afternoon @mnadeem89

How are things looking,  have you managed to get any further along with this landline issue?  I have taken a look over the account from here and can see our second line team have taken a look over things. 

Kind regards,

Zak_M

[mnadeem89]

21/05/2021 

I was told that the original number port had not been completed successfully therefore my old number had been moved back to my previous provider.  I was assured a new request would be put in to transfer my phone number.

22/05/2021 

Confirmation from my previous provider that a new request has been put in and the number would be ported over on 02/06/2021.  However as of 04/06/2021, this has not been compelted.  

If I had known how shoddy the service has been from virgin media i would never have joined.

[Zak_M]

We are sorry for the inconvenience that this has caused 

the specialist team are working on the request and we are waiting response from your old provider to accept the request.

Kind regards,

Zak_M