on 20-08-2021 11:02
I'm having a ridiculous amount of trouble getting my number ported to VirginMobile, and the support sequence is utterly inadequate. Has anyone else had similar? or got and helpful ideas, because VM staff seem utterly incapabale of solving the issue.
I ported a number in to VM 10 days ago. Port happened within 24 hours and I received text messages as good to go. But...When I dialled out on the new VM SIM it came up as the original SIM number, not the ported number. If I tried to call that number back, it's unobtainable. The ported number cannot be reached either. SMS and Data work fine.
So I called teh support line and they fiddled and asked questions about changing settings in the phone, none of which made any difference. In the end it was escalated to the technical team and I was sent a new SIM.
New SIM arrives, and I have exactly the same issues after activating it. I called support aain, to be told that the 'ticket' has not been closed and it might take 5 working days.
5 working days later, I receive sms messages from VM saying it's resolved, but it's not, nothing has changed. Another call to suport has me going through all te settings trials again, none of which work. And finally a transfer to Technical again, who managed to cut me off while trying to phone the faulty number!
Please, does anyone have any ideas that are wiser then the VM tech idiots? I'm contactable by phone at the moment!
on 21-08-2021 11:22
Hi @Tapstick,
Welcome to our Community Forums and thanks for posting.
I am sorry for the poor experience and the number port. I will pop you a PM now so we can take some details and look into this further for you.
on 23-08-2021 08:25
Thanks Ayisha - I've responded to the PM, but I really don't hold out much hope. I've provided those details 4 times over the phone now, and two things happen:
1st, I am told that the port was successful on 12th. It was not.
2nd, I am told that it will be escalated and the Technical Team will fix it. They do not.
Please do not repeat this cycle.
on 24-08-2021 08:27
Sorry to hear you have experienced this @Tapstick.
Our team will do our best to help regarding this. Please continue to engage with our team via PM.
Thanks,
on 24-08-2021 08:56
on 24-08-2021 10:23
Thanks David,
unfortunately I cannot run through your suggestion because I've already used the PAC code. The system believes the porting has happened, so the website won't let me do any more. Good plan though!
on 24-08-2021 11:32
Well, I've given up. Another call today where I was told that the transfer had happened on 12th August, another confirmation that a ticket has been raised with the technical team, and no actual progress.
I've had no phone for nearly two weeks and have been relying on 3's PAYG sim for essential calls. I'll be claiming that expense from VM.
As VM are not satisfying their end of the contract I've requested a PAC and will be returning to 3, who offer excellent service and coverage at very reasonable prices. And I'll never try Virgin Mobile again - there's plenty of other choice.
on 25-08-2021 19:31
on 26-08-2021 17:20
Hi there @Tapstick
Thank you so much for your post and I am so sorry to see this issue is still ongoing! We are still awaiting a resolution from our teams in regards to this but we have sent another email to chase this!
We will update you as soon as we have some further information.
Thank you.