Hello Methree,
Generally, porting a phone number would be between two different mobile providers. Since your current service and desired service are both with Fido, I believe you would need to migrate your services from one type to another. For example, customers wanting to switch from post-paid to pre-paid would need to migrate their services from one plan type to the other (see here). As mentioned in that post, there may be a fee to process the migration of services.
You should note that this is the community forum and not intended as a venue for customer services. We would not have access to customers' accounts. You might consider contacting customer service again to request the migration of services. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above. I understand it may only seem like a different terminology, but I think the process would be would also be different.
Hope this helps 😀
Cheers
