Virgin Media Community

[oconjoh]

I submitted my pac number on 27/7 and on 28 my phone stopped receiving calls (either on the new Sims number or the number being ported). If I call out the ported number is reported. If they call back it rings on the old sim which is in another phone. I reported an issue on 28/7 and got nowhere. I reported again on 29/7 at 8am. At 2.50pm on 29/7 (48 hours after pac submitted) it still didn't work. Called again and was told there wasn't a problem. I suggested they call me back to check. No call received. Called again - still waiting for port - ticket hadn't been raised for 5 hours and I would have to wait another 24 hours. It's still not working. I asked about cancelling so I could switch to a provider that had better customer service and was told I couldn't cancel because of the problem.

Terrible customer service via a call centre in Manila. No way to speak to a technical person to explain the problem. It's now almost 72 hours since I could be contacted via my phone. Never had such a bad experience as this in 30 years of mobile phone use!

Now I've been on phone for almost 1/2 an hour. Was told to turn my phone off and back on - they didn't bother to look at the previous calls. Then they told me it takes 2-5 business days for IT support to look at problem. I asked to cancel - they can't cancel. An utter joke!

i just want a service that I can make and receive calls on - I don't think that's unreasonable.

[Zak_M]

Good morning @oconjoh 

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

I am sorry to hear that you have had some issues with porting your number over to us. 

I have managed to locate your account and have looked into the IT ticket and I can confirm that this is currently with our porting team. 

I am sorry for the inconvenience this has caused. 

Kind regards,

Zak_M

[oconjoh]

Thanks for confirming that for me. Perhaps you could chase up my PAC numbers? I'm still waiting for them.

[Megan_L]

Hi Oconjoh,

Thanks for your reply, I can see the IT ticket is still within the time period of 3 - 5 business days, which also includes investigating why your PAC porting hasn't gone through as of yet.

I can see on your services that the porting request is still active and we need to allow the IT team to investigate. 

I am sorry for the inconvenience with this. 

Thanks,

Megan_L

[oconjoh]

Thanks, that's great - I've only been unable to receive calls for a week now, 3 - 5 more days without service service won't make much difference.

Don't worry about any sense of urgency by the way - I guess once you've taken more than the advertised 24 hours to port a number you may as well take a few weeks.

[Zoie_P]

Hi Oconjoh,

I can understand your frustration on this and I am sorry for the delay in your port, as advised above please let our IT team to investigate 

Zoie

[oconjoh]

I still haven't received the pac numbers I was promised last week. You need to email them to me as per our telephone conversations. 

[Corey_C]

Thanks for your reply, oconjoh, as the porting issue is still with IT, we do not have any updates to provide.

[oconjoh]

It's now been 5 business days since you passed this to your IT team. That makes it almost two weeks since I could receive calls on my phone number or even the sim's number. 

Could you please escalate this to somebody that actually cares about your customers please? 

I just want the PAC numbers you promised to give me within 5 working days 5 working days ago.

[Corey_C]

Thanks for your reply, oconjoh, the IT team is working on resolving the porting issue as quickly as possible. Apologies for the inconvenience.