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Communication goes wrong

I'm a participant level 1
I'm a participant level 1

I received a call from customer service yesterday saying that I can use the 29$/50GB plan to switch back to fido from virgin and keep the original phone number, but I received an email confirmation that it gave me a new phone number and the plan is 39$/50GB? I'm not going to change my phone number! or transferred to Fido manual replacement?


Senior MVP Senior MVP
Senior MVP

Hello Pairae,


  Welcome to the community!


  Firstly, you should note this forum is community-driven and not intended as a venue for customer services. We would not have access to customer accounts. Unfortunately, we cannot speak as to what was discussed in your interaction with the win-back representative.


  I understand you intended on keeping your number. However, you should note when purchasing a new plan, the line will be provided a phone number (temporary, if you intend on porting one in). You will only be able to get your current phone number once the porting process completes (see here). A new line cannot be created without a phone number and your phone number cannot port-over without an active line. There was no malintent in your line having a new number. It is a necessary part of the process.


  If you wish to port your phone number, you might be able to do so via your My Account --> View Usage & Manage --> --> Transfer my existing phone number (under Quick Actions, near bottom of page). If you are unable to port your number online, you would need to contact customer service. They can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.


Hope this helps 😀