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Supernova
Aspiring Contributor
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Message 1 of 8

Phone number supposedly ported but previous provider says not...?

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Hi,

Hoping someone can point me in the right direction here please.

Moved to BT last week, and until yesterday afternoon I was unable to receive calls on my landline.
I knew this was a number port issue, which after several long and pointless phone calls to Support I unfortunately ended up threatening not to pay them unless they fixed this in 24 hours.

Thankfully that seemed to get my point across, and I received a call back saying that they had done the port. Sure enough, a call to 17070 and a line test proved this, as well as some test calls from other landlines and mobiles. I thought all was sorted, until I called Virgin Media to ensire the old contract was cancelled.

However, to my surprise Virgin still advised that the number hadn't been ported! They advised I needed to speak with BT again to port the number, however I don't understand how that can be if everything appears to be working. I can only think that it's one of two things - either it just takes time (24 /48 hours etc) to update on Virgin's system, or if I force Virgin to cancel the service it with stop my phone working again as Openreach have done some funky routing with my number.

Hopefully someone with a better understanding of these workings can advise please? 8 days into the contract and I'm already regretting moving to BT!
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7 REPLIES 7
PaddyB
Moderator
Moderator
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Message 2 of 8

Re: Phone number supposedly ported but previous provider says not...?

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Hi @Supernova,

 

Welcome to the community forum. I'm sorry to hear that your number hasn't been ported across correctly. I'll be able to take a look at this for you.

 

Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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Supernova
Aspiring Contributor
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Message 3 of 8

Re: Phone number supposedly ported but previous provider says not...?

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Thanks PaddyB.

Details sent.

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Supernova
Aspiring Contributor
667 Views
Message 4 of 8

Re: Phone number supposedly ported but previous provider says not...?

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Hi PaddyB,

 

So, long story short, I spoke to Virgin however they advised that they still have not received a porting request from BT.

But as the phone line is still working I told them to just cancel the line.

 

Guess we shall see what happens!

 

 

Thanks for your help PaddyB.

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NeilO
Moderator
Moderator
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Message 5 of 8

Re: Phone number supposedly ported but previous provider says not...?

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@Supernova Thanks for posting and letting us know. Did they advise you when the cancellation would complete on their systems? 

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Supernova
Aspiring Contributor
653 Views
Message 6 of 8

Re: Phone number supposedly ported but previous provider says not...?

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@NeilO The account has actaully closed already, and the line still seems to be working.

Checking here though www_textmagic_com/free-tools/carrier-lookup still shows the carrier as Virgin Media though, as do similiar services.

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NeilO
Moderator
Moderator
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Message 7 of 8

Re: Phone number supposedly ported but previous provider says not...?

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@Supernova it's definitely on the BT network according to all the checks I have made and this has also been confirmed by the Openreach number port department.  Those third party checkers will likely take a while to reflect the transfer. 

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Supernova
Aspiring Contributor
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Message 8 of 8

Re: Phone number supposedly ported but previous provider says not...?

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@NeilO That's good to know, thanks.
Just wonder why it wasnt showing correctly on Virgin's system? I would have thought that they would know the number has been ported. But that's not your problem 🙂
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