8 things to know after porting a phone number

Service interruption


An update for our valued customers: We know you depend on us and on April 19, we let you down - for this we are truly sorry. You won’t be charged for your wireless services that were impacted on Monday, April 19. A credit equivalent to that day's wireless service fee will be applied to your May bill. This will be done automatically & no action is required by you.

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8 things to know after porting a phone number

Hey Community,

 

Here’s everything you need to know if you've just made a request to port in a phone number from another service provider:

 

Your phone number and your account have to remain active with your old service provider until the port in is completed. If your number is suspended or cancelled, we won’t be able to port it in.

 

You will receive an SMS that requires you to confirm the port request before we can complete the port. Your device must be active in order to receive this SMS. If you are unable to approve the port request due to a lost or stolen device or if it's a landline number being ported in, you will need to contact your existing carrier to approve the port request.

 

When you get your bill following the port in, it will not show prorata for the phone number change. The charges for both the old and ported in numbers will be resumed under the ported in number.

 

Delays – what to expect:

  • Wireless to wireless:
    • It usually takes about 2.5 hours to complete a port in, but it could take up to a week.
  • Landline to wireless:
    • Usually takes about 3 days to complete the port in, but again, could take up to a week.

 

Landline to wireless transfers:

  • If you have an alarm system connected to your landline, it must be deactivated before the port in.
  • If you’re with an Internet provider connected via the telephone line, your Internet service will be deactivated by your provider.
  • You will need to contact your existing carrier to approve the port request since you won't be able to receive the SMS.

New customers

  • Waiting to receive your phone? Don't forget to contact us once you get it so that we can send the port request!
  • You’ll get a temporary number until the port request has been completed.
  • We’ll send you an SMS once the port request has been completed.
  • Once the transfer is completed, the temporary number will automatically disappear and it will be replaced with the number you chose.
  • If you had the T9-1-1 service with your old service provider, you’ll need to register it again with us.

Changes to your voicemail service:

  • During the transfer, your voicemail will be active on the temporary number.
  • This temporary voicemail and all the voice messages you might have will be lost after the number is transferred. You’ll also need to set up a new greeting and voice signature again once the transfer is done.

Going from a Prepaid account to a Postpaid account:

  • Your airtime balance will be transferred automatically on the first or second invoice.

 

And there you have it! Hope this helps! If you have any questions, don't hesitate to ask the Community

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