Can we port my phone number from Virgin to Plusnet?

[#1]

Hi,

I was attempting to sign up online on behalf of my mum (for Unlimited Fibre and calls) and losing her number would be upsetting for her and so a dealbreaker - your call staff member said they "couldn't guarantee" this would happen because Virgin "don't like it". I thought this was fairly standard, so is it possible to check somehow whether we would keep this if we signed up with you?

Many thanks!

[#2]

@stehaw  Welcome to the forum.

I think that the complexities of this depends on whether the number was originally issued by BT or Virgin. If/when he is around @Townman might be able to throw some more light on this.

[#3]

Moderators Note

This topic has been moved from Home Phone to My Order

[#4]

It was a BT number originally from decades ago...hence not want to change it now

[#5]

The Ofcom guidance is very clear - you can migrate your number, however the process where a cable provider (such as Virgin Media) are involved, requires special handling ... which is why the support agent suggested that there can be problems.  See Switching landline - Ofcom

"If you're switching to or from a cable network, you will need to contact your new provider to place an order for your new service or services.

If you choose to keep your existing 'phone number, your new provider should notify the provider you are leaving that the service is being transferred (although you may not be able to keep your existing landline number if you are switching landline provider at the same time as moving home).

If you are switching your landline only and  you have asked to keep your existing phone number, you would not normally need to notify the provider you are leaving that you are moving to a new provider (though you may want to check whether the provider you are leaving will charge an early termination fee for leaving your contract)."

There have been some odd cases reported here involving migration from Virgin Media, so the following tips might help your journey...

1. Be absolutely clear that you wish to KEEP YOUR OLD NUMBER in any and all communications about switching supplier whom ever you chose - keep repeating the statement
2. Ensure that YOU tell VM that you have migrated AFTER you have the new service working
3. Be sure that the old number is fully working on the new line before terminating the VM service and removing the telephone from the VM circuit

I have seen incidents on here were the user continued to be charged by VM, because the transfer process did not cease the VM service ... which is complaint with the Ofcom process ... if the "wrong" one is used.  There was also a case where a user could make outbound calls on their new Plusnet line, which displayed the correct CLI (for the existing VM number) on mobile phones ... but incoming calls were still being routed to the VM line ... which was not ringing because the user had disconnected the telephone handset.

Issues can arise on any service migration, that does not mean that they will occur.  Being aware of what can go wrong before you start enables you to be aware of potential issues and take mitigating action wherever possible.

I'm sure that @Gandalf can add further words of guidance and reassurance.  The bottom line is that VM does not have a say in the matter - the Ofcom rules are very clear, they have to release the number in most circumstances.

NOTE: I emboldened a key point in the Ofcom guidance - in some circumstances Virgin Media issues numbers are not in the local STD number range, in which case it might not be possible to move the number on to the BT network.  However, you have stated that BT are the number owner and thus moving it back to the BT network ought not to be an issue, providing the service take over process is done correctly.

[#6]

Hi @stehaw 

As long as the landline number was made in the same exchange area which she's at now, it should be possible to transfer it. There's nothing special about a transfer from Virgin compared to other providers like Sky or TalkTalk. 

If you can private message me the landline number and full address including postcode, I'll happy to have a look at this for you. Before being able to message me, you'll just need to reply to a post on the forums one more time. 

[#7]

@Townman  I can't see anything to indicate that there is a home move involved, it just looks like a provider switch at the same address. So not sure why you have highlighted that part of the text.

[#8]

Thanks for the advice all! No, this wasn't a home move involved.

[#9]

I highlighted that as the reason for that limitation is related to the necessity for numbers on the BT Network to be geographically based. I believe I’m correct that some VM allocated numbers do not match the geographic STD codes. In which case attempting to move such a number to BT would be akin to a house move. House is in the “wrong” location for that number.