Menu
Reply
  • 2
  • 0
  • 0
vanfan70
Joining in
150 Views
Message 1 of 5
Flag for a moderator

Home move - number port

We moved home on 8 August - had a Virgin account at our previous address, and had arranged to move the account to the new address .

On the day, the service engineer installed the equipment, TV up and running etc, same wifi password..however, different phone number. He advised us to call the helpdesk and it would be change.

Well, here we are, over one month later, and our previous number has still not followed us, despite at least 4 frustrating lengthy calls with the helpdesk, multiple assurances that it would be done..'it will just take a bit of time', two raised complaints which only resulted in pressure to close when the agents called but no satisfactory resolution (I should also add, no complaint reference number or email to contact, everything routed through the terrible call centre). 

We are beyond frustrated at the ridiculously poor customer service from Virgin and what seems like the loss of a long held home phone number. Reading through the forum, this number port issue seems to be a common problem.

It seems as if our account was not transferred, but the previous one closed and a new one opened, but there is no acknowledgement from Virgin that this was their mistake, or any real evidence that they are trying to resolve it.

What's the chances of this getting sorted, or do we have to give up and get away from this terrible company as soon as our contract is up?

Anyone any experience of going to an Ombudsman to complain? 

 

 

0 Kudos
Reply
  • 13.75K
  • 1.45K
  • 2.91K
Superuser
Superuser
147 Views
Message 2 of 5
Flag for a moderator

Re: Home move - number port

Accounts are linked to addresses not people, so you would have a new account with a home move.

There seems to be many issues on the forums with this. It may be due to VMs move to VoIP via the hubs now, I don’t know.

As far as CASIS dispute resolution is concerned, you have to have exhausted all routes of resolution with your provider & be in possession of a “deadlock letter” before they will even look at your case.

Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV6), Talk Anytime Phone, VIVID 350, Virgin PAYG Mobile
0 Kudos
Reply
  • 2.06K
  • 59
  • 89
Forum Team
Forum Team
95 Views
Message 3 of 5
Flag for a moderator

Re: Home move - number port

Hi vanfan70,

 

Welcome to the community and thank you for your post. 

 

I'm truly sorry to hear about what has happened. 

 

When you have discussed the number moving with the team what have they advised concerning it not being moved?

 

^Martin

0 Kudos
Reply
  • 2
  • 0
  • 0
vanfan70
Joining in
87 Views
Message 4 of 5
Flag for a moderator

Re: Home move - number port

Hi Martin, on the first call, the day after we moved, they started off by saying that we were moving from a different provider and it was our fault that the number had not moved..so then we reminded them that we were already Virgin customers, and that we had been given an assurance prior to the move that the number would move with us. They then said that they would be able to move the number and it should be done within a week.

This didn't happen, and the next calls have generally followed the same pattern  - an initial conversation about how we should have asked our previous provider to move the number, us telling them that we were already Virgin customers, sometimes they have said then said that it is too late to move the number, but every call has finished with them providing an absolute assurance that the number will be moved 'don't worry, it will definitely be done now...'. (the last one was after we had raised a complaint, and at the end of the call they said that they would now close the complaint and hung up - despite the complaint not actually being resolved). 

0 Kudos
Reply
  • 1.2K
  • 65
  • 115
Forum Team
Forum Team
83 Views
Message 5 of 5
Flag for a moderator

Re: Home move - number port

Thanks so much for getting back in touch - I am sorry about the issue with bringing your telephone number with you when you moved home. 

 

We do try to do this where possible if you are still within the same area and number range for the telephone number - this should have all been checked when we booked your move for you. 

What I'll do is pop you a Private Message so we can go through security and take some information from you and see what we can do to assist you further. 

Please look out for a Purple envelope and pop us a reply when you can. 

 

Cheers

Katie - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply