Number has not been transferred despite confirmation text

[rodger1dodger]

I just started a new Virgin Mobile contract. I want to transfer my old number over. I submitted the PAC and a few days later got confirmation that my old number had been transferred. 

Except the transfer has not happened. And finding anyone to contact turns out to be hard. Not a great first impression.

Any idea how to get the number actually transferred?

[Hayley_S]

Hello @rodger1dodger,

Welcome, thanks for posting.

I am sorry for any issues with your PAC code.

When did you request the Port? What phone do you have? Are messages / calls to the ported number through?

Many thanks,

[rodger1dodger]

Hi Hayley,

The PAC was from a previous provider and came through fine. 

The phone is using the temporary Virgin number that came with the SIM. I got a text from Virgin Mobile yesterday (26 April) saying the transfer was completed and my old number had been ported over. 

But it hasn't been completed. The phone/SIM still uses the temporary number. It's an iPhone SE.

Thanks!

[Hayley_S]

Thanks for coming back to me @rodger1dodger.

Have you updated your number on your settings? Also is the Virgin temp number showing to the people who also have iPhones?  You should be able to update the contact details from the settings, let me know how this goes.

Many thanks,

[rodger1dodger]

Thanks Hayley.

The number the phone says it has in its Settings/Device Info is the wrong one. That's not an editable item...

The number that appears to other people is the wrong one. 

[Hayley_S]

Have you restarted your phone since the port over was completed @rodger1dodger? 

Has the previous provider confirmed anything regarding this also?

Many thanks,

[enlli]

Sign out of your Apple ID and switch off the phone for a couple of minutes

Switch the phone back on and re sign into your Apple ID. and see what happens.

[rodger1dodger]

Thanks,enlli 

Tried but no luck. The phone still has the "temporary" number, not the number that was supposed to be ported over.

[rodger1dodger]

Hi Hayley,

Yes, many restarts, and logging in and out of Apple services.

Not sure what the old provider could say here? They provided the PAC. 

When I log into my Virgin Mobile account there's a message saying the old number has been ported over, but it hasn't been. Simple as that.

[enlli]

Is it possible to try the SIM in another phone? Preferably not an iPhone