Delay while porting home phone number from Sky to Virgin

pinkteapot

Virgin came last Wednesday to install phone and broadband, which we've moved from Sky. We opted to keep our home phone number.

Broadband and phone are both working fine. However, the port of the number from Sky to Virgin is still going through.

When Virgin installed, the guy on the day said it can take up to 24 hours for the number to port.

It's still in progress, and at the moment I'm being charged for line rental by both Sky and Virgin. Sky say that line rental won't go from my bill until the process is complete.

Phoned Sky at the weekend. They said they've checked on the Openreach system and the port is "pending validation" which means it's not all gone through automatically as it should, and requires some manual intervention. They said I should speak to Virgin.

Phoned Virgin this morning and they said the port is in progress, but that it can take up to 10 days (not the 24 hours I was told on the day of installation) so not to worry.

Has anyone else had this issue? Will the system sort itself out in due course or should I be pushing either Sky or Virgin?

Wishing I hadn't bothered keeping the number - it's only my mum and DH's parents that ring us on it anyway!

parttimeskint

They are both giving you miss information.


For number takeovers where the providers are using openreach maintained lines the process is pretty automatic. ordering with one provider, and keeping the number, will start the cancellation process with the losing provider. a MAC may currently be required but that should change soon.


Going from an openreach maintained line (sky, BT, plusnet, talk talk and so on) to virgin the openreach line has to be cancelled by the losing provider. Virgin need to request the number before the cancellation completes and then has to port it within 10 days of the losing provider cancelling.


In your case, sky need to place a cancellation on the line and virgin will be able to swap the number, within 10 days, once sky has cancelled fully. Doing an active line take over, 3rd party cease, or whatever they want to call it doesn't work, as you are finding out, when going from an openreach line to a cable service.


Alternatively, if you are now not fussy about the number just cancel sky and keep the number Virgin provisioned the service with

spyhunter

parttimeskint wrote: »

sky need to place a cancellation on the line and virgin will be able to swap the number, within 10 days, once sky has cancelled fully.

That bit is incorrect and will result in the number being lost.

If SKY place a cease order on the line then a number port is not possible. The line has to be working with no pending cease to enable the new provider to import the number to their network.

Once the number is ported out then the PSTN will cease with SKY.

As the port is done by the gaining provider the op needs to chase Virgin and not SKY.

parttimeskint

spyhunter wrote: »

That bit is incorrect and will result in the number being lost.

If SKY place a cease order on the line then a number port is not possible. The line has to be working with no pending cease to enable the new provider to import the number to their network.

Once the number is ported out then the PSTN will cease with SKY.

As the port is done by the gaining provider the op needs to chase Virgin and not SKY.

You are incorrect there. my previous post is the correct process to port the number to virgin. What you suggest is what is currently happening but, as stated by the OP, it doesn't work and the order will fail and be delayed.


From OFCOM site
"
Landline: cease and re-provide process

If you are switching services with providers that are delivered over different networks, you will most likely need to stop your service with your current provider and start a new service with a new provider. For example, this may be if you are switching to cable services on the Virgin network from a standard copper landline.


In these circumstances you will need to contact your current provider to cancel your contract and your new provider to arrange your new landline telephone service. You may decide to coordinate the start of your new service with the end of your old service, or you may wish to have an overlap of your old and new contracts.


If you are following a cease and re-provide process, you will normally receive notification from your old provider that your contract is ending (and notification of any charges associated with this), and you will be given a new contract from your new provider which will tell you when your contract is due to start.


You should normally be able to transfer or 'port' your number to your new service -speak to your new provider if you wish to keep your existing landline number. "

spyhunter

parttimeskint wrote: »

You are incorrect there. my previous post is the correct process to port the number to virgin. What you suggest is what is currently happening but, as stated by the OP, it doesn't work and the order will fail and be delayed.

Sorry but you are wrong.

A cease on the line will cease the number and will result in a failed number port and the number will be lost.Virgin need to place an import order to get the number from SKY and then Openreach will cease the LLU circuit as part of the number port process.

The delay the op is experiencing is probably due to the order not being placed correctly in the first place.

spyhunter

parttimeskint wrote: »

You are incorrect there. my previous post is the correct process to port the number to virgin. What you suggest is what is currently happening but, as stated by the OP, it doesn't work and the order will fail and be delayed.


From OFCOM site
"
Landline: cease and re-provide process

If you are switching services with providers that are delivered over different networks, you will most likely need to stop your service with your current provider and start a new service with a new provider. For example, this may be if you are switching to cable services on the Virgin network from a standard copper landline.


In these circumstances you will need to contact your current provider to cancel your contract and your new provider to arrange your new landline telephone service. You may decide to coordinate the start of your new service with the end of your old service, or you may wish to have an overlap of your old and new contracts.


If you are following a cease and re-provide process, you will normally receive notification from your old provider that your contract is ending (and notification of any charges associated with this), and you will be given a new contract from your new provider which will tell you when your contract is due to start.


You should normally be able to transfer or 'port' your number to your new service -speak to your new provider if you wish to keep your existing landline number. "

I should have probably told you i work for Openreach in the number portability dept and have done (pre Openreach) since 1999.

If a number port comes in and there is a cease on the line the port is rejected.

A number port is similar to the MAC process for broadband or PAC process for mobiles except you don't need a code. you do not cancel your current service as the gaining provider does this for you.

Cancelling will result in the loss of telephone number and service just like it would if you cancelled your mobile/broadband without using a PAC/MAC.

parttimeskint

Doesn't matter where you work. The process I have outlined is correct as per the guidelines from the OFCOM site and is what seems to be happening in this case.


The OP can follow that process or take your advice and continue paying sky and virgin waiting for something which will never happen.

spyhunter

Well considering i am the one pressing the button to allow the numbers to be imported/exported i think my advice should be followed.

The OFCOM site is a guideline on changing providers. It does not state any processes that are followed and really doesn't give very good advice.

Let the OP follow your advice and cancel the line and i will guarantee they will lose the number unless the number belongs to Virgin in which case it will return to Virgin 14 days after it has ceased with SKY

parttimeskint

spyhunter wrote: »

Well considering i am the one pressing the button to allow the numbers to be imported/exported i think my advice should be followed.

Of course it should, we all know openreach never make mistakes.


And, in this case, you must have forgotten to press that button as it isn't happening for the OP