Virgin Media Complaint - not porting old number

skintnurse

Hi Guys,

I am a newbie to posting on MSE although have been lurking for years so bear with me if I am in the wrong place.
:j:j:j
I was wondering if anyone can help me with a complaint to the CEO of Virgin Media about his incompetent staff and new customer connections.
:mad::mad::mad:
We joined Virgin with the promise that they would port our old number across from sky talk. However after having the services installed on Friday the guy hands me a piece of paper with "here love this is your new number!" as you can imagine I blew a fuse. :eek: :eek:

Having been advised to call to "just get it changed back" the customer services was appalling. Firstly I was told they could do nothing about changing back to my old number END OF!
After a long discussion and the guy from CS telling me that I had not made a port of number request despite my recollection of the whole conversation I asked for a transcript of my call.
Funny enough then they suddenly could help but it will take 10 days, and NOTHING can be done to speed it up!:mad:

However my problem is that I work from home and need to be in contact with my clients who do not have my personal mobile number or this new temporary number and I cannot contact everyone to say this is my new number but by the way it may change again in 7 to 10 day not sure (doesn’t sound very professional, neither does the disconnection tone they are currently all getting!).
Let alone all the other usual calls like school, family abroad, doctors etc

I have tried to explain to virgin CS that I am loosing a lot of business and need to stay in contact with my clients as I am a self employed specialist nurse practitioner, however there reply is SORRY NO CAN HELP LITTLE LADY JUST BE PATIENT AND GLAD WE ARE BRINGING BACK YOUR OLD NUMBER!:mad::mad:

I would like to seek some form of compensation for my lost business, inconvenience and damage to my reputation from being uncontactable be it even just this months phone rental not being charged for (seeing as it is useless on the basis of no incoming calls)

Hoping someone can help me with a letter/ email as I am appalling at this type of thing and want it to sound professional, as I have managed to get the CEO's personal email address to direct my complaint towards.
:money:
Thanks
Debbie

jb66

You cant get compensation for loss of business on a RESIDENTIAL ACCOUNT, you should be using a business account.

Buzby

Very true - issues like these are usually resolved, but any inconvenience is yours - indeed, even if (through a glitch) you actually lost the number you have no entduring 'right' to it - they all belong to OFCOM, and a rented out to the telco's. Blustering to a CEO won't get you far, and I doubt getting a CEO's 'personal email' will do anything much.

Ask if the number can be diverted to your mobile (it can happen once the port has taken place, but before the number is assigned to your landline. There would be a charge for this, plus the cost of diversion.

spike7451

jb66 wrote: »

You cant get compensation for loss of business on a RESIDENTIAL ACCOUNT, you should be using a business account.

True,when I was an installer for NTL,we got told half way thru the install to stop as it had come to light that the customer was going to be using it for business,not residential (this was when cable bband first came out)

I'm sure jb66,like me,has lost count of the amount of times a customer has told him they're loosing business for their bband not working when at the fault.

Buzby is also correct in his post,the number given to you by the installer would be a temporary number,as the circuit has to have a number active on it in order for the port to take place.
VM can do a number port in a few minutes,the problem is the process involved in getting the number from your old provider.That's the bit that takes the time.