topic Re: Failed Number Port and Service Termination (From VM) in Billing

Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 08:32:46 GMT

Last year I called up Virgin Media to terminate the broadband service and then I signed up with Talk Talk including the request to port my old landline number.

On the installation date, everything was seemingly done and things were working, telephone working, etc.

It was only recently that I realised that Virgin has still been billing me and it turns out that the contract was supposedly renewed, but they no longer retain the telephone recording, which they keep for a max 180 days. after weeks of calls/e-mails it appears that the land line is actually still provisioned by Virgin and the line/number provided by Talk Talk presumably isn't working and the port failed.

Can someone reach out to me to review what happened when the account was opened and which Provider failed/didn't follow Ofcom's CEASE & REPROVIDE process?

Thanks (I specifically didn't want to call up Customer Services because I now want a paper audit of everything in order to provide to Ombudsmen Services - against Virgin at least)

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 08:53:22 GMT

If you called virgin directly to cancel and they have not done this, then it is Virgin that have failed to place the cancellation and you will need to speak to them directly.

Karl

Re: Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 09:07:12 GMT

Which I have, as stated.

However, I want to speak to someone from Talk Talk to see what they have on my account notes, which is nothing to do with VM at this stage?

Not only that, Talk Talk never managed to port my old number over and the number they do have is not connected at my property?

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 09:18:33 GMT

can you add your account number to your 'Community Profile'

Thanks

Karl.

Re: Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 09:22:09 GMT

Done

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 09:35:21 GMT

Thankyou. I just want to check a few things with you. I can see your broadband is connected and working, Is your telephone connected into the same phone socket as your TalkTalk router?

Karl

Re: Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 09:38:47 GMT

It should be yes, as there is only one telephone socket in the main room - to elaborate further, I am the account holder/bill payer for this service, but it is for my parent's property (of which I am not at, right at this moment).

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 09:48:27 GMT

OK, I cant see any call history so wanted to see if there was a dial tone, and if you are able to dial out on the phone, such as 17070 which should read back the phone number to you.

Karl

Re: Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 09:54:29 GMT

Well, I know for a fact that my original number still works and that apparently isn't provisioned by TT. I will go back and check and see if there is actually a second telephone socket or not.

On a different, related matter, can you help with retrieving of the notes on the Port request? Or should I just call up Talk Talk Customer Services?

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 10:05:38 GMT

when you place an order with TalkTalk, and you ask for your number to be ported from your previous supplier, a request is made to your old supplier, but it is up to them to release the number. There would not be notes as such, the order would either complete or reject, and in this case it will have been rejected as Virgin still have your service active.

If you want to know what notes are held for your account you can request a SAR, is this what you are asking for?

Karl

Re: Failed Number Port and Service Termination (From VM)

Charsiu — Thu, 24 Aug 2023 10:14:23 GMT

That helps, I don't need the full chapter and verse on my account nor do I really want to wait out 30+ days, but what would be helpful would simply be datestamps of the Port Request Date to VM, Port Rejection Date from VM, that would be helpful for me?

Re: Failed Number Port and Service Termination (From VM)

Karl-TalkTalk — Thu, 24 Aug 2023 10:29:03 GMT

I'm not able to see any orders for your line, As these are made through the openreach system, they usually only go back 6 months.

Karl