Switch Providers and Keep your Number

  • Charlotte
    • My mom loves watching my soccer games.
    • She's never missed one.
  • Han
    • Oh it was easy, switched the whole family to the new cell provider.
  • Charlotte
    • I couldn't believe my ears.
    • She switched my number without telling me.
    • I need my number!
    • As soon as the game's done I run over.
    • She has to get my number back.
    • Then my mom tells me there's no getting it back... because it was never lost in the first place.
    • We all got to keep our phone numbers.
    • Could have told me that at halftime!

Once you’ve picked your new service provider, we recommend that you ask your new service provider to transfer your existing services on your behalf. (You don’t even need to talk to your current provider!Footnote 1)

How does this work?

  • All you need to do is phone, email or send regular mail to your new service provider to request a service transfer. Your new service provider will cancel your existing services and start your new services with them.
  • As soon as your current service provider receives the notice of cancellation from your new provider, they will cancel your services immediately. Alternatively, you can ask to have your services cancelled at a later date.
  • You do not need to provide 30 days notice before cancelling your phone, mobile, Internet, or TV services.Footnote 2

Keep your phone number when you switch

Most importantly, do not cancel your service before you switch to the new provider.Tell your new phone provider that you want to keep your number. They will take care of the transfer for you – they’ll ask for some personal details to set up your account and ask you which services you want to keep, remove or change.

You can keep your phone number…

  • If you transfer services from:
    • Landline to landline
    • Landline to mobile
    • Mobile to landline
    • Mobile to mobile
  • If your new service provider is doing the transfer and your existing services are still active.

You might need to get a new phone number…

  • If you move to a different province or “local calling area”. If you’re unsure, please contact your new service provider.
  • If you are transferring services from:
    • Voice over IP (VoIP) to landline
    • VoIP to mobile
    • Landline to VoIP
    • Mobile to VoIP

You will definitely need to get a new phone number…

  • If you have already cancelled your services without initiating a transfer with your new service provider.

How long does it take to transfer my phone number?

For mobile phones, it can take a few hours. For landline to mobile or mobile to landline, it typically takes up to 2 business days. You might also experience a disruption in service while it’s being transferred, including disruptions to 9-1-1 services.

Contact your service provider for more details.

What does it cost to transfer my services? How much are my mobile cancellation fees?

You have to finalize any payments or resolve any issues with your current service provider before you cancel or transfer your services. Billing will stop as soon as your services are cancelled. If you have a contract, you may need to pay cancellation fees and any outstanding fees.

If you have a mobile phone contract, your cancellations fees are calculated as follows:

If you receive your phone or other device at a reduced upfront price (a "device subsidy"):

  • The fee cannot be greater than the amount of your device subsidy.
  • The fee must reduce each month and reach $0 within 24 months.
  • The fee must decrease by an equal amount each month, unless it is a tab contract, in which case it must decrease by either an equal amount or an equal percentage of your monthly bill.

In all other cases:

  • If you have a two-year or three-year contract, the fee is limited to the lower of $50 or 10% of the remaining monthly charges under your contract. The fee must reach $0 within 24 months.
  • If you your contract does not have an end-date, you cannot be charged a fee.

Your contract explains how to calculate your early cancellation fee and the amount by which your early cancellation fee will decrease each month.

If you don't know the exact fee you would pay to cancel today, contact your service provider.

I just want to cancel my services

If you just want to cancel your services, typically you would phone, email or send regular mail to notify your existing service provider of the cancellation; check your contract to see if there is a specific way they want you to cancel.

Your service provider must cancel your services right away (unless you specify a later cancellation date) – you don’t need to provide 30 days notice.

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