Virgin Media Community

[ezu6yn4xgma0i]

Hi,

I ported my number from Three Mobile on Friday 12th June and, other than receiving text messages directly from Virgin, I have not been able to receive calls or texts from anyone else ever since.  Somehow, I am able to make calls - seems like a split port issue?  It's well over a week and Virgin still haven't sorted this out for me.

Has anyone had the same issue and how was it resolved?

I've called customer service numerous times since 12 June.  I've been asked to do network resets, a number of other setting changes, downloaded Virgin's configuration profile, was given a new SIM card but nothing has worked.  They then told me that it's probably an issue with the mast in my area and to wait another 24-48 hrs for an engineer to investigate the mast.  Just received an email to say there is no issue with the mast.  I still can't receive calls.

What can I do?  I am concerned that my number is now lost because of this failed port.

[newapollo]

Hi, 

have you tried the sim in another phone to check if it's receiving calls and/or texts?

have you tried this page to set up your mobile with the Virgin settings?

https://www.virginmedia.com/help/virgin-mobile-phone-settings

[ezu6yn4xgma0i]

Hi newapollo,

Many thanks for your reply.

Yes, have tried the SIM in another phone before.  Just tried again, and still can't receive calls or texts.

I've also looked at the link you sent me.  Seems it's mainly for setting up mobile data, picture messaging and email.  I've just done this and still no luck.

Anymore ideas?? 

[newapollo]

Hi ezu6yn4xgma0i,

Have you tried going into the phones settings and  manually choosing another network and then re choose Virgin?

It sounds like a split port where it hasn't been completed fully, the fault could be at either end and would need someone from the back office to rectify if

[ezu6yn4xgma0i]

Hi,

Thanks again.  Just tried that as well and it hasn't worked.

I mentioned to customer services whether it might be a split port issue when i spoke to them, but they seemed not to understand me. Really not sure what they are going to do next.  I will call them again tomorrow. 

Is there a way to make an official complaint to anybody, Virgin or any other official telecoms authority?

[newapollo · Accepted solution]

Hi again ezu6yn4xgma0i,

To be truthful with you, I would hold fire making a complaint as I'm sure a member of Forum Staff will be able to pick this up for you, and liaise with the correct department, usually a back- office to get it rectified.  The back-office will be a specialised department with access to systems 95% of the other agents haven't got.

The split port issue is something that doesn't happen very often, and it's usually a system malfunction, which could be from either the losing or gaining provider. It happens to all mobile companies, not just Virgin.

[ezu6yn4xgma0i]

Thanks for your responses newapollo.  You've been very helpful. 

I'll keep calling customer service and wait for Forum Staff to respond.  Just very frustrated with all this time without a properly functioning number.

[newapollo]

Hi again ezu6yn4xgma0i,

The best time to call is 8am as that's least busy. I know it's a pain, but I would hold of calling until Monday as if it is a split port, with it being a specialised team, they probably won't be working weekends. I hope it's resolved quickly for you.

[ezu6yn4xgma0i]

Thought i would come back on here and vent.

So I called on Sunday 21st June at around 9.45am and asked the customer service agent to escalate this "split port" issue to the back office.  She said they will call me in 24 - 48 hrs to fix the issue and I gave my alternative contact number.  This means they should have called me this morning.  This didn't happen!

Anyway - I'll give them one more call tomorrow morning.  Any more delays and I'll be forced to make an official complaint.  This is Day 12 of not being able to receive calls.

[Lisa_CC]

Hey there ezu6yn4xgma0i, welcome to our Community Forum and I'm sorry that you had issues receiving mobile text and calls. I've had a look at your details and can see that you've spoken to an agent since you last posted. Please let us know if you still have problems with your mobile calls and texts so we can take a look.

Thanks,

Lisa