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Moving back to old phone number

RichardKirk
Chatterbox
Message 13 of 13

When I joined TalkTalk in May from Virgin, I wanted keep my old number. This could not be done straight away as Virgin had to release the number, and I was keeping both accounts open for a couple of weeks, so I had coverage for working from home (I have the NTL fibre as well as phone, so I could have both). I asked Virgin to release the number when the account was closed. I left things believing that the number would change when the old number was released.

 

I have just got off an hour's talk with the call centre. It seems the only way of doing this is to close my current account and open it again, order an engineer to come and then cancel him, order a welcome pack then cancel it, charge my account for moving and then remove the charge. And give two week's notice because I was closing an account. At the last step, I was put through to the person who would organise closing the account, but I could not hear her and then she could not hear me, and then we got disconnected. So, I have a nasty feeling the job is not finished even yet.

I would have thought that we could just swap in my old number without any of this, as that was part of the original plan. Full marks for ingenuity for the people on the phone for creating a working solution from the bits they had, but I can't believe this is the way to do it.

 

12 REPLIES 12

Message 2 of 13

On holiday so can't check this for 2 weeks. Let you know if it works when I get back.

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Message 3 of 13

Hi @RichardKirk

 

The renumber shows as complete, can you dial 17070 from your landline and confirm the correct number is now read back.

 

Thanks 

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Message 4 of 13
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Message 5 of 13

Hi RichardKirk

 

Sorry that this is still ongoing. 

 

Do you still have an active account with VM? 

 

We have been told the number is with us so you will need to stop that account. 

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Gliwmaeden2
Community Star
Message 6 of 13

I'll re-escalate this thread for you, @RichardKirk, so it should be back in the queue for attention. 

Gliwmaeden2, a fellow customer.

RichardKirk
Chatterbox
Message 7 of 13

Any progress on this? Virgin have tried to transfer the number to you. They are billing me charging £19 a month for keeping the old landline. This was supposed to be complete in June.

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Message 8 of 13

Hi RichardKirk, thanks for providing the security information. I've escalated this to our Order management specialists to investigate for you. I'll post back once I hear back. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 9 of 13

Hi RichardKirk, this is most definitely not the way things normally work. I'm not sure we'll even have access to your old number now as it will have been released into the pool for reallocation. 

 

I've sent you a PM to get more information. 

 

Ady


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Gliwmaeden2
Community Star
Message 10 of 13

Your profile now shows as complete, @RichardKirk, so something worked correctly this time!

 

Only Talktalk staff and yourself can access that area.

 

Best now not to post further before getting a reply, to keep your thread moving forward in the queue for attention. 

Gliwmaeden2, a fellow customer.

RichardKirk
Chatterbox
Message 11 of 13

Thanks. I thought all that stuff was in there. I can see my current phone number, and I have changed my avatar just to show that what I do is having some effect. Maybe the weirdness has begun...

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Gliwmaeden2
Community Star
Message 12 of 13

Sounds complicated!

 

Please complete your community forum profile details and put in your current Talktalk landline number, @RichardKirk.

 

Go via your avatar/name; settings; from the drop down menu that starts with "email", choose Personal Information. Complete this area, and at the end find Private Notes.

 

Put the Virgin number in there. SAVE CHANGES.

 

If there's a way to retrieve the number still, staff will let you know. 

 

They need all the above information to identify your account. Please look out for their reply on this thread. 

 

They respond during the day Monday to Friday. 

Gliwmaeden2, a fellow customer.