Virgin Media Community

[GazFrazz1972]

Hi - I just signed up to Virgin as broadband/phone customer after a home move. I was meant to bring across my old telephone number but it has been changed and I have zero idea how to rectify this or who to contact.

Any help will be appreciated 🙂

[David_Bn · Accepted solution]

Good Evening GazFrazz1972,

Thanks for your post on our Community Forums and a very warm welcome to Virgin Media!

Sorry to hear you've not been able to port your number over to us. Can you tell me if the landline service with your previous provider is still active or has this been closed down?

We would need to have the former phone line to be in an active state so we can formally request the phone number

Kindest regards,

David_Bn

[GazFrazz1972]

Hi David,

Thank you for the reply. I think the number has been closed down as I cannot dial it. We have had the number for 20 odd years so this is a bit of an issue and I definitely requested we keep it. Can anything be done?

Thanks again,

Gary.

[DJ_Shadow1966 · Accepted solution]

Hello

For a line port to go through both lines have to be active, if the previous number has been closed down then I am afraid that a port cannot be completed. You will need to contract your previous supplier to get the number re-activated then VM can request the port. This is all in line with the rules from Ofcom.

Regards Mike

[GazFrazz1972]

Thank you Mike! Sorry for such a late responses, I didn’t even realise I’d had another reply. Much appreciated, I will try what you suggested.

[Chris_W1]

Hi GazFrazz1972, thanks for contacting us, did you have any luck with the old supplier? As Mike said we would only be able to action the port if the old line is active. If the number has been disconnected they the number may have gone back to the original owner of the number. Chris