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Witsenday
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Split Port Solutions?

Hi folks, I recently joined Virgin on the Big Oomph bundle. I ported my mobile number from BT. The switch date was today 12/01/21. Received text saying all was well, and showing as switched in account.

However, I can't receive calls/texts. I have read through previous posts with the same issue and tried the suggestions to no avail. Have also contacted CS and expect a call back tomorrow.

I'm posting to see if anyone has any other suggestions/advice, but also to document what happens with this situation.

If it manages to be resolved tomorrow I will post back to highlight this, however I'm feeling doubtful based on others experiences.

Thanks to anyone who takes the time to reply.

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Witsenday
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Re: Split Port Solutions?

Received callback from CS. Agent confirmed with me that issue has not resolved itself after 24 hours, and will now escalate this with the Technical Dept. Informed that I will receive another phone call regarding progress.

So far so good on the customer service front. Now over to you Techies. Hopefully a quick and easy fix.

Thanks to everyone trying their best in these difficult times...

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Witsenday
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Re: Split Port Solutions?

As I hadn't received any update on the progress, I decided to call CS. Agent did not have any record of previous call and supposed escalation to Tech Dept.!

Agent walked me through the troubleshooting, which I explained I had already done. Was adamant that I need to try a new SIM card before it can be escalated. I explained that I believe this will not solve the issue as the SIM card with the original pre-ported number was functioning fine.

I now have to wait to get a new SIM card to be in the same situation I'm in already (being unable to receive calls or texts). I don't believe a new SIM card is going to resolve this issue.

I'm really unhappy with this service and had I known of the problems I would have, would certainly not have switched.

Hopefully something can be done about this to change my mind because as it stands I would not recommend Virgin Mobile to anyone. Sad but true.

Are there any forum members here who can help or advise please?

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Corey_C
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Re: Split Port Solutions?

Thanks for your post and for reaching out to the Community Forums, Witsenday,

 

Sorry to hear that you have been having issues using your mobile, are you able to confirm if you have received the replacement SIM and if everything has been sorted?

 

Cheers,

Corey C

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Witsenday
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Re: Split Port Solutions?

Thanks for getting back to me Corey. Was beginning to think no one was bothering.

No, I haven't received the SIM yet; hopefully tomorrow. I will update with a new post once I have tried it. 

What do you think? Will the new SIM solve the problem? I'll be very surprised if it does, but we live in hope...

Cheers

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Corey_C
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Re: Split Port Solutions?

Thanks for replying, Witsenday,

 

Apologies as forum replies aren't always real time, but we always care. 

A replacement SIM may help as it usually resolve most calling problems, but it could also be a routing issue or porting issue as you stated you were coming from BT. It also would depend on what you hear when you ring the mobile number, if it's a tone or error message for example. Most mobile diagnostic flows will ask for the SIM to be changed, but if this has not been resolved when you get the SIM let us know

 

Cheers,

Corey C

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Witsenday
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Re: Split Port Solutions?

Yes, I appreciate your response. It does make a difference.

Regarding what is heard on dialling the number-it varies.

If I dial from my Virgin landline I get "Oops..You might like to check that number and try again". This is stated twice, followed by a reorder tone (one long, one short tone).

If my wife calls from her mobile on 3 network, there is an incorrect number tone (3 ascending tones).

If my Mum calls from her older Virgin landline she gets the message "Sorry the number has not been recognised".

Other friends are getting either tone or message.

Interestingly, if I call my number from my own handset it will go to voicemail.

I will surely update here on the outcome with the new SIM. Thanks again Corey.

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Corey_C
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Re: Split Port Solutions?

Cheers, Witsenday,

 

Do let us know how it goes with the replacement SIM.

 

Thanks,

Corey C

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Witsenday
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Re: Split Port Solutions?

Hey Corey,

Well, I got the SIM card early this morning! Put it in my phone, but no signal after 2h 30 mins. I had to put old SIM back in again as needed to make calls and use data.

I've been at work, but have now put the new SIM back in again at 3.45pm.

If you have any suggestions on how to activate the new sim card that would be helpful.

Thanks

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Corey_C
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Re: Split Port Solutions?

Thanks for your message and update, Witsenday,

 

Yes I can remote activate for you. This will cancel the other SIM if you are OK with this. Make sure you back up anything that needs backing up like contacts.

 

Cheers,

Corey C

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