Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Everyone posting here, are just BT customers like myself
I would imagine you would have to chase Virgin for the money, as they are the ones that charged you, not BT Retail.
Its possible that Virgin charge for ceasing your service, the same as BT Retail do.
Its also possible that the Virgin number originally belonged to BT, and was ported to Virgin at some point in the past.
Virgin would not want to keep that number in its number pool, so by default, they would have given it back to BT.
Its aways best to have a wired phone handy, as most issues with broadband are caused by a noisy or faulty phone line.
Normally, if you move providers, the new provider automatically contacts your previous supplier. This is the way it works since Ofcom changed the rules. You used to require a MAC number. So BT are just following the Ofcom guidance.
Did you tell BT that you were with Virgin Media? That is the only way they would know, as Virgin Media have a totally different network that BT Retail or Openreach are not involved in, and do not know who their customers are.
No...I didn't give them my number, and I did not request to keep my number.
But did you tell them you were moving from Virgin Media?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
It sounds like the online order chose to take over the available line, or service point, at your address. This would mean that any service that was there would be taken over which should mean that your account elsewhere would cease. The online process is very robotic and should do what you tell it to do. There should be little room for error. I'm sorry that it appears to have done the opposite of what you have asked.
The best way forward is for you to raise a complaint against the order process. To find out BT's official way of making a complaint please go to Make a complaint. They'll review it for you and get back to you.
You shouldn't be charged anything for porting your number , and the term they use is vague , adding or removing services doesn't sound like number port, so you should contact them for a refund if you have been charged for porting a number, but I don't think that is what the charge is for, any VM charges have nothing to do with BT.
As BT and VM's networks are totally independent from each other , then BT would have no idea you had Virgin and what your number was with VM, unless you told them.
Its possible , if the number you had with VM was originally a BT number, and when you ceased service with VM they handed the number back to BT and a huge coincidence happened and they allocated that number by chance, but this is very unlikely, we don't even know if the number was BT originally
IMHO you anger at BT is misplaced