Mobile number porting problem

[Sh36]

Help please…. Switched to virgin media from Vodafone. Ordered sim only, called virgin CS once arrived to give PAC code, (using ‘new’ virgin sim), they advised 1 working day to port number. …… I now cannot receive incoming calls but can make calls. When I log into virgin mobile account the billing details have been updated to the number I want to keep however porting progress screen shows PAC code received and no ticks in the in progress or completed tabs…. The thing is I really need my ‘old’ number since it is the number my elderly mother uses, and her carers and doctors. 
I have tried switching phone on/off but no change. My iPhone shows my number as the number I don’t want to keep

if anyone is able to help resolve this issue quickly then please let me know what to do. I have read previous threads and if a split port issue then really need a member of back office tech team to sort asap, it’s a bit hit and miss when you call customer service and not sure how I can speak to the right person to resolve the issue

thank you 🙏 

[Kath_F]

Hi Sh36, 

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

We're sorry to hear you're having an issue with receiving calls. A port can take 24 hours to complete so during this time you may have some issues with receiving or making calls. Usually after it's completed though, all works as it should. 

We can certainly check this out for you but in order to do that I will need to confirm some information with you. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi Sh36, 

Thanks for coming back to me with further information. 

I'm glad to hear the team have already advised what's happened and they have raised this. 

There is no way of expediting things I'm afraid. The IT teams will work with your old provider to get things sorted asap and will then be in touch with you directly. 

Please keep us updated on how things go though. 

Many thanks,