Virgin Media Community

[MN12]

Please help !

I moved our telephone & broadband line from Sky to Virgin. When placing the order we requested for our old number to be transported. It seems Virgin did not action this and now the line has been disconnected. No one in virgin is helping and in fact most of the customer advisors have been very dismissive. I have asked to speak to a supervisor and on two occasions my request has been denied.  

Please help!

[Kath_F]

Hi MN12, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I can only apologise to hear there has been an issue when trying to move your line over to us. I'll happily take a look at things our end to see what's happened. In order to do this I will need to confirm some information with you and pass data protection too. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi MN12, 

Thanks for coming back to me via private message. As we're no longer swapping any personal or account sensitive information we can reply via the Community instead. 

I'm afraid I can't explain why Sky are advising you of this. As mentioned before, we raised the port request with them and I gave you the date within my last few private messages. 

They rejected the port which is why the number is not on your VM account. 

I appreciate the frustration but the answer remains the same. The only way we can port the number to us is if the number is active with Sky. There is no loophole around this I'm afraid. We don't own the number and therefore there is nothing else we can do to. I can offer to raise a complaint to note your dissatisfaction however in terms of a resolution, as there hasn't been anything done wrong at our end, there isn't anything we can do to fix things.

Apologies once again. 

Thanks,