If you have multiple services with Virgin ( TV , phone , broadband ) only the phone service is affected by asking BT ( or anyone else ) to provide a ‘line’ and arrange to port the number from the old provider, obviously it’s possible the BT customer service rep has given incorrect information, or it could be they were referring only to the TV/broadband when they said for you to contact VM to get those services stopped.
The process is , you only contact the new company ( BT in this case ) , they arrange a new Openreach based service , and send a request to VM that your existing number is ported ( or returned ) to BT , you don’t contact the old company at all about this , if you do it messes things up.
However that’s if it’s just the phone service, if you have multiple services and want all VM products to cease , and don’t contact VM about the TV or broadband , you could find that the phone number is ported to the new Openreach based service , but the VM TV and VM broadband continue to work and obviously they continue to bill you for those services, and when you realise you still have VM TV/ broadband, you cancel them , but you would be paying for both providers for a period.
If you do call VM , you would have to ensure they realise you are only serving notice for TV and broadband, and that BT will be serving notice for the phone , as part of asking for the number to be ported.
Part of the problem, is up until recently you couldn’t have broadband on an Openreach line without a phone service, but Virgin have always had separate services, you could have just a phone , just broadband or both but they are separate accounts , if you were moving to BT from Talk Talk ( for example ) porting the number would cease TT phone and TT broadband, so you wouldn’t need to speak to TT at all .
