Virgin Media Community

[J0]

We received our hub 4 back in February. and ever since our landline  number has changed. so we now live in Dundee according to virgin.

we have been trying ever since to get our number back but to no avail. question is whos number do we have as its not linked to our account?

only bonus is no spam calls!!!!

[Ashleigh_C]

Hi there @J0

Thank you so much for your post and welcome back to the forums! 

I'm so sorry to her that this has happened and it seems very odd! 

I'd be happy to take a closer look into this for you via a PM. 

I'll pop one across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hello again, 

Thanks so much for your private message, I have now booked you a visit for landline – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you. 
 

[J0]

So we still have the same problem.

@Ashleigh_C has been very helpful but to no avail. I am sure we'll get this sorted soon.

[J0]

So after months of waiting, web chats, WhatsApp chats, phone calls and 3 complaints and 2 engineer visits we finally have our phone number back.😃

The engineer that came today diagnosed the issue in about 3 minutes and was brilliant.

So now the fun begins having been charged £50 for 2 number ports that A didn't work and B were unnecessary  and not having a usable phone for nearly 6 months I am sure VM might have an apology to make.

[Ashleigh_C]

Hi there @J0

Thank you so much for coming back to us and I am so sorry to hear that this took so long to fix, but I am so glad to hear this is now back. 

I'm going to pop you a PM so we can look into what has happened and see what we can arrange for you! 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you.