Virgin nightmare losing phone number

sazdes

Hi
Not sure if anyone can advise, I requested my PAC code from virgin on the 11th June as I was debating leaving, double checked what would happen if I didn't use it, and was assured my contract would continue with no difference to the contract. I then phoned later to reconfirm that I wouldn't be changing and the lady said the contract would continue

Today I woke up to find my phone unusable, on calling up I was initially told that my network connection would be restored tomorrow as someone had put the cancellation through anyway despite two people assuring me it wouldn't be put through. I was then phoned back and told that they had completely deleted my mobile number and now there was no way at all they could get it back, and they have also cancelled my PAC code so I can't get my number back that way either

As they've admitted it's entirely their fault they have offered me three months free (which I feel is completely inadequate given the effort it will be to update my contact number with utilities banks etc, being without a phone for 2 days while they send me a new sim, and having a new rubbish number (my old one had many double digits)


Does anyone have any bright ideas as to how I can retrieve my old number back?
Is there a way of seeing which network it has been reallocated to?
Is there a higher complaints process than team managers as I feel 3 months free for this massive inconvience is unfair

Thanks v much

d123

The number goes into quarantine for 6 months before reallocation. As far as I recall it isn't possible to reconnect once completely deactivated as it drops off the system.

It's as strange story though, when using a PAC there is no cancellation processed, the PAC process automatically terminates the old account when the number transfers.

Jon_01

There are ways to get it back, but not by anything that the guys on the frontline can do.
If you can get a team leader to contact network support (or whenever their called on your network), they may do it. Its not really their job, but they do have access to the software to retrieve any number and reactivate it.
Its got to be worth a try...

sazdes

Thanks ill try telling them, the reason it happened was the guy put in a termination request at the same as requesting the PAC code, and as the cancellation wasn't stopped so when that kicked in the PAC code cancelled itself