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Deolus
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Number Ported Without My Permission

Hi,

Last Friday my phone started displaying the message 'Sim not provisioned'.

Checking my account I managed to see that my phone number was gone and there had been a PAC request (although I never received any message about it).

So now I had no service and can't access a lot of accounts because of the SMS authorisation required. This is a number I have held for around 20 years.

I phoned the Virgin Mobile team on Friday evening and explained the situation. They said they would reverse the PAC and I would get my number back in 48 hrs.

We are now approaching 3 days and I haven't received my number back.

I am going to call the support team again later but in the meantime is there anything else I can do?

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enlli
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Re: Number Ported Without My Permission

This is likely to be a SIM swap scam where they get hold of your phone number to get access to the likes of Bank Accounts.

Step one is inform any financial institutions etc with which you have dealing

Step 2 Is to change both your password and memorable data on your Virgin account.

I am more than surprised you did not receive any text messages re the PAC and that needs investigating 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Deolus
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Re: Number Ported Without My Permission

Ok, I spoke with the support team today. The number is not currently associated with any phone so that's good. However, Virgin don't have the number back yet so have to wait a while longer.

Hopefully should be sorted soon.
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Kath_F
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Re: Number Ported Without My Permission

Hi Deolus, 

Thanks for your post and apologies to hear about the issues you have had with your number being incorrectly ported. 

I'm glad the team are already getting this sorted for you. The number will be back with you as soon as possible. 

The team will also look in to how this happened so rest assured we can put measures in place to prevent this happening again.

Please let us know how things go. 

Thanks,

Kath_F
Forum Team




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Deolus
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Re: Number Ported Without My Permission

Another update:

Support team was supposed to ring me back yesterday 14th May.

No-one rang.

Rang them again today. Now told it will be Tuesday at the latest before I get my number back.

So it went from 48 hrs to 11 days.

Not filling me full of confidence here!!

 

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David_Bn
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Re: Number Ported Without My Permission

Sorry to hear this Deolus,

 

Do please update us on Tuesday and if it needs further input from our team, we will seek to investigate this for you

 

Kindest regards,

 

David_Bn

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Deolus
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Message 7 of 10
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Re: Number Ported Without My Permission

OK,

Hurray!, got my number back finally with a new SIM.

Although it's a PAYG SIM. Do I need to ring them to change to monthly plan?

Can't seem to do it from my account page.

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Zoie_P
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Message 8 of 10
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Re: Number Ported Without My Permission

Hi Dolus, 

Thanks for your update, I am glad to hear this was resolved.

You will need to reach out to our mobile team by calling 789, on your virgin handset, as we cannot do package changes from here

Zoie

Zoie
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Deolus
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Re: Number Ported Without My Permission

Never mind, I managed to do it.

Had to add a payment card.

All good now!

 

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Zoie_P
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Re: Number Ported Without My Permission

oh Fantastic news 🙂 Glad its all sorted for you 

Zoie

Zoie
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