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Why can't we keep our number?

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Newbie
Posts: 2
Registered: Sunday

Why can't we keep our number?

My Mum, after a long time with Virgin and extremely poor customer service, needs to move providers. She'd really like to go to Plus-net but is being told she cannot keep her existing landline. The landline number was original to the house and was provided by BT prior to her joining Virgin. Ofcom is very clear that, if you're not moving home then, you should always be able to keep your own number. 

 

Is there anything we can do to make this possible please? Could Openreach help? Any ideas gratefully received as really don't want her without phone or broadband! Or that her only choice is staying with Virgin who have been appalling.

 

Thanks so much.

Laura

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Registered: ‎11-01-2008

Re: Why can't we keep our number?


Moderators Note


This topic has been moved from Fibre to My Order 

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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Why can't we keep our number?

Hi Laura, 

 

I'd like to look into this for you. Can you send me a private message with your mum's username and confirming the number she'd like to keep and I'll make sure we're doing all that we can. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Newbie
Posts: 2
Registered: Sunday

Re: Why can't we keep our number?

Hi Adam,

Thanks for offering help. My Mum rang Virgin and was reassured that, from their point of view, there was no issue with her transferring the number to Plus-net. She rang to tell Plus-net this morning and was assured that she can, in fact, keep her number. Am hoping this means the problem has been solved and she has put in motion starting a new plus-net account. I don't know why it's been so tricky but am crossing my fingers it's all sorted.

Can I contact you if we encounter any problems though please. That would be great.

Thanks

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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Why can't we keep our number?

OK, that sounds promising and I'm sorry you were given conflicting advice about that. 

 

Sure, feel free to send the username anyway that way I can make sure everything is done correctly and I feel it might help to give you a single point of contact in case there's any further issues, not that I hope there will be! 

 

All the best.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team