Requested phone number to be ported, called twice and it still hasn't been ported. HELP
Switched over to Virgin Media at the end of October.. had requested via the online website when signing up that our landline phone number be ported over from Sky. Got a text a few days later saying about "your new Virgin phone number is xxxxxxx" and I called Virgin immediately saying hwo we had requested that we keep our old phone number, the operator said he would request that for us. The hub delivery came on the 5th of November, couldn't set it up as we had no virgin box on the wall and the old cable was needing replaced, got an engineer out on Tuesday 11th November who installed it and when he set up the hub and phone line, I tested it and it was still linked to the new number so had to call a second time to ask about the number being ported and was ensured that the request had gone through for the port.I also dont't see why they're billing us from the 5th when I thought the first month was meant to be free but alsothat aside, we didnt't actually get to use any services until the 11th after an engineer installed it - 6 days later. It's now Friday and the number STILL hasn't been ported through. I'm scared we're going to lose our phone number at this rate, never had this bother in all the years we've switched between companies. I have a lot of patience and even I'm frustrated by this. I tried to call again today and can't even get through to a person to talk. Can someone please help?Help! How to make a complaint?
I have tried to make a complaint as I have asked for my home phone number to be ported from a closed virgin account to my new virgin account - the number has not been reissued and I was not told this was not possible when I opened the new account or the 3 times I have called to ask for this to happen. When I tried to raise a complaint on 31/10/25 I did not get a reference number (as below) and it is not showing in my cases. So how do I mnake a complaint as whenever I call I just get told a new request to port the number will be made??No one seems able to help!
I have had the horror of speaking to multiple VM agents, and o2 agents trying to find out why I am still being charged £27 for a freestyle contract, though this should have been finished with 3 months ago, when I upgraded the contract to a £41 a month contract. Instead I have now been charged £27 and £41 a month - an astronomical amount for a phone contract. I have been passed around to agent after agent, none of whom can tell me why I am being charged, as this doesn’t show on my account. I have an email from the start of each year telling me I’m a freestyle customer, with the annual statement - but this should have been upgraded with the new contract. This is near enough double what I am supposed to have been paying and I am shocked at the lack of concern by VM agents. I had been horrified by most of the comments on here and other forums about how poor the customer service is, and having felt the full brunt of it can only agree wholeheartedly. Please can someone escalate this issue, as I am nearing the end of my tether, and feel only an escalation to social media/ or a newspaper will cause someone to actually resolve my issue.Number porting issue
I joined VM start of July requested my number to be ported over… it’s now nearly the beginning of September! Still not been sorted! I’ve lost count how many times I have had to call and chase this. Told I will receive calls back and nothing! This really is terrible I have missed important hospital calls regarding my daughter because they cannot reach me. When I call the number that should be ported across it says incorrect number please try again. I can only assume this is because my contract with old provider has now ceased. I’m seriously considering leaving already as this just isn’t acceptable it’s terrible customer service.Voice mail
Hi, I joined Virgin media a few weeks ago. Unbeknownst to me, it came with a free voicemail installed. I was not told about this. Unfortunately, it has been intercepting the calls and stopping them from getting to my answering machine, so I do not know when I have messages. I would like this free voicemail to be turned off. I have called the helpline three times; on the first call, I was told it had been turned off. It was not. On the second call, I was told it could take up to 24 hours for it to be switched off. I tried again the next day; the free voicemail was still active and intercepting messages. I called again today and was told it would be 30 days before it was turned off. Please could someone advise me if this is correct? It seems an absurdly long time to wait while Virgin switches off an unwanted free service. I am missing calls from friends and family, because there is no outward sign when there is a message on the Virgin voicemail. Only a slight change in dial tone when a message has been left, and I do not make outgoing calls from my landline and so it is very easy to miss. Could someone please tell me if 30 days is the correct amount of time I will have to wait for it to be turned off? Is there any way to do it sooner so I don’t miss calls? Thank you for your help.
