New Sim - Same number?

[Libby11]

Hi Community

My partner lost his mobile phone (he's on a Virgin contract).  He got a new phone ordered and was assured he can keep the same number.  The phone and sim arrived safely, but was a different number. This afternoon Customer Services have advised that the only way to keep his old number is to change provider.  Is that right? 

He will change provider if that's his only option.

Any help would be appreciated!

Thanks

Libby

[enlli · Accepted solution]

Should not happen in this case. 

I've asked for an escalation to the team

[Ayisha_B]

Hi @Libby11,

Welcome to our Community Forum and thanks for posting. 

We can certainly look into getting things sorted for your partner but we would need to clear security with the account holder. 

Please ask him to get in touch with us and create his own thread so we can take it from there.

Cheers

[PoacherR]

Hi Aiysha

Thanks for getting back to us.

I'm the account holder.

Thanks

Paul