The principle: the new provider makes the request
The Canadian Radio-television and Telecommunications Commission (CRTC) recommends asking your new provider to transfer your services on your behalf. You don't have to call your current provider: the new one sends the transfer request, and the old service is cancelled once the number has moved.
The CRTC also notes that no 30-day notice is needed to cancel a phone, mobile, internet or TV service.
The golden rule: don't cancel before the transfer
If you cancel your current service before the new provider has started the transfer, the number stays with your old provider and you may lose it for good. Keep the old service active, pay what is owed and let the transfer close the account for you.
Information to prepare
Most rejections come from a small mismatch: one letter in the name, an old account number, an address that doesn't match. Check these details before sending the request: it saves days.
- The account holder's name, spelled exactly as on the bill (for a business, its legal name).
- The account number with your current provider; it is on the bill.
- The service address on the account.
- The transfer PIN or password, if your provider uses one (common for mobiles).
- A recent bill, which some providers ask for to confirm the account.
- The full list of numbers to transfer, if you have several.
The special case of internet phone service (VoIP)
The CRTC says you can keep your number between landlines and mobiles, but you might have to change numbers when moving from a landline or mobile to a VoIP service, or the other way around. It depends on the number, its local calling area and the provider's agreements.
Before you commit, ask the new provider to confirm that your specific number can be transferred to them. If you are moving to another province or local calling area, ask the same question: the number might not follow.
How long it takes
According to the CRTC, a transfer between mobiles can take a few hours, and a transfer between a landline and a mobile usually takes two business days. When a VoIP service is involved, timing depends on the providers: plan for a few business days, sometimes more if a detail has to be corrected.
During the switch-over, a short interruption is possible, including of 9-1-1. On the scheduled day, keep another way to call within reach. Calls sometimes reach the new service a few hours before texts, or the other way around; if it lasts, tell the new provider.
Fees to expect
The transfer itself is often free, but your current contract may include cancellation fees. For mobile contracts, the CRTC limits these fees: they go down every month and must reach $0 within 24 months. A contract with no end date cannot carry a cancellation fee.
Settle any unpaid balance too: the CRTC reminds consumers to pay what is owed and sort out account problems before cancelling or transferring a service.
After the transfer
- Make a test call and send a test text, both ways.
- Update the 9-1-1 address tied to the number with the new provider.
- Check that your important accounts (bank, taxes, email) still receive their verification codes.
- Keep the transfer confirmation and the old provider's last bill.
Porting a business number
For a business, porting takes a little more preparation, because the main number is often printed everywhere: sign, website, business cards, online business listing. The person who signs the porting authorization must be authorized to act for the business, and the name given must match exactly the one on the account with the current provider. If the business has several numbers on the same account, say which ones you are porting: a forgotten number may be cancelled with the rest of the account.
Schedule the port on a weekday, outside your busiest period, and keep both services active during the transition. Set up the new system before the day: greeting, business hours, extensions and forwarding. On the day of the port, make test calls from another phone to check that everything rings in the right place.
If the port is rejected or delayed
A rejection almost always comes from information that does not match: account number, transfer PIN, name or service address. Ask the new provider for the exact reason, correct the information with your current provider, then have the request sent again. If your current provider delays without reason or refuses to cooperate, contact its customer service in writing first. If the problem is not solved, the Commission for Complaints for Telecom-television Services (CCTS) can take your complaint; the service is free for consumers and small businesses.
With MIMT
MIMT charges no number transfer fee. Transfers to MIMT are done online, with an electronically signed authorization; your current provider's fees or contract remain your responsibility. Once transferred, the number uses the 9-1-1 address in your MIMT account: check it before the scheduled date. If you ever leave MIMT, your new provider can request the transfer of your number under the same rules. Short answers are in our help page.
In short
If you have a dispute with a provider that you can't resolve, the Commission for Complaints for Telecom-television Services (CCTS) can help, free of charge.
- Confirm that your number can be transferred to the new service.
- Gather the exact details of your current account.
- Ask the new provider for the transfer, not the old one.
- Keep the old service active until the transfer is confirmed.
- Test calls and texts, then update the 9-1-1 address.