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Mark0566
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Trying to keep landline phone number but unable to reach customer support.

I recently joined Virgin Media this weekend and the hub had been installed. My landline phone number has changed but I would like to keep the old landline number.

When signing up for broadband/phone at the door, I had requested to keep the previous phone number but I have received no confirmation if or when this will happen and not a single confirmation email since joining.

The installation engineer had said to call but I have not been able to get through to anyone for days, can someone please help me with this before I lose my existing landline number?

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Zak_M
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Re: Trying to keep landline phone number but unable to reach customer support.

Good morning @Mark0566

 

Welcome to the forums and thank you for taking the time to post. 

 

A number port requires 14 days to be completed, In the meantime you are provided with a temporary number. 

 

As you are yet to receive your contract information I can take a look into both of these for you.

 

I am going to drop you a PM so that we can get some more information.

 

Kind regards,

Zak_M

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Zak_M
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Re: Trying to keep landline phone number but unable to reach customer support.

Good morning @Mark0566 

 

Just wanted to pop back and see how things are, please can you confirm for me that your landline number is now ported? 

 

Kind regards,

Zak_M

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Mark0566
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Re: Trying to keep landline phone number but unable to reach customer support.

Thanks for looking into this, the port does not seem to be complete yet. I am now able to make calls using the ported landline number but unable to receive any calls to this number. How can this be fixed?

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Zak_M
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Re: Trying to keep landline phone number but unable to reach customer support.

Thank you for coming back to me, everything looks in place on our end. 

 

Are you able to try again and see if it works? 

 

Kind regards,

Zak_M

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Mark0566
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Re: Trying to keep landline phone number but unable to reach customer support.

I have tried again just now, with the phone line plugged into the Virgin hub, and the issue is still there. I can make outgoing calls but cannot receive any.

I am not sure if it’s worth nothing that I am somehow still able to receive calls when the phone line is plugged into the previous supplier’s socket, but not the Virgin hub.

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Zak_M
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Re: Trying to keep landline phone number but unable to reach customer support.

Thank you for coming back to me,

 

It sounds as though something has gone wrong with the number port, I have sent it off to our TOC team (the landline specialist) for them to investigate further, As soon as I have an update I will let you know. 

 

Kind regards,

Zak_M

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Gul79
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Re: Trying to keep landline phone number but unable to reach customer support.

Hi Zak, I have the same issue since my Media hub and all was installed yesterday, we have a temp number but could you help transfer our old number.

 

Thanks

Gulliver

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Zak_M
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Re: Trying to keep landline phone number but unable to reach customer support.

Good afternoon @Gul79 

 

Welcome to the forums and thank you for taking the time to post. 

 

We are most definitely able to assist you with this, are you able to let me know, is your landline still active with your previous provider?  

 

Kind regards,

Zak_M

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Gul79
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Re: Trying to keep landline phone number but unable to reach customer support.

Hi @Zak_M,

Yes!

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