Transferring your phone number from one carrier to another in Canada, known as number porting, is a right protected by the CRTC (Canadian Radio-television and Telecommunications Commission). In theory, it should be seamless. In practice, however, many Canadians run into frustrating delays and issues, especially when switching between sub-brands like Telus, Koodo, and Public Mobile.
This article explores common porting problems, particularly among Telus-owned brands, and offers insights into porting to Bell, Rogers, Fido, and others.
What Is Number Porting?
Number porting allows mobile users to keep their phone number when switching carriers. This is a regulated process in Canada and is designed to protect consumer choice and encourage competition among providers.
The process typically involves:
- Signing up with a new carrier and requesting to port your existing number.
- Receiving and responding to a confirmation text from your old carrier.
- Waiting for the new carrier to complete the port and activate your number.
Problematic Ports Within the Telus Ecosystem
Despite being owned by the same parent company, Telus, Koodo, and Public Mobile do not share backend systems. This leads to multiple user-reported issues when porting between them.
Known Issues
| From Carrier | To Carrier | Common Problems |
|---|---|---|
| Koodo (Postpaid) | Public Mobile | Delays, failed ports, stuck SIM |
| Telus Prepaid | Koodo or Public Mobile | Manual intervention needed |
| Public Mobile | Koodo or Telus | Generally works fine |
| Koodo Prepaid | Public Mobile | Mostly smooth |
Smooth Ports to Bell, Rogers, Fido, and Other National Carriers
If you are porting your number from Telus, Koodo, or Public Mobile to a different major carrier such as Rogers or Bell, the process is generally smoother.
Porting to Bell or Virgin Plus
- Works well for both postpaid and prepaid numbers.
- Usually completed within 1 to 2 hours.
- You will receive an SMS confirmation request. Reply “YES” to proceed.
Porting to Rogers or Fido
- Smooth porting process in most cases.
- Minimal delays for Telus, Koodo, or Public Mobile numbers.
- Ensure your Telus account is active and input the correct account number or IMEI during signup.
Porting from Bell or Rogers to Telus or Koodo
- This process is also smooth with correct information.
- Keep the number active and respond quickly to confirmation texts.
Why Do Some Ports Fail?
- Carrier System Incompatibility: Even though Telus owns Koodo and Public Mobile, their systems are not fully integrated.
- Self-Serve Limitations: Public Mobile has no live support, only forums and tickets.
- Prepaid Account Data Gaps: Prepaid accounts often lack complete customer data, making verification difficult.
Tips for a Smooth Port
- Keep your old account active until the port completes.
- Have your account number or IMEI ready.
- Use the same name and address as your current account.
- Respond to the confirmation SMS within 90 minutes.
- Restart your phone and reinsert the SIM after port completion.
When to Escalate
If your port is stuck for more than 24 hours and neither carrier helps, file a complaint with the CCTS.
Summary: What to Watch Out For
| Scenario | Porting Experience |
|---|---|
| Koodo Postpaid to Public Mobile | Often problematic |
| Telus Prepaid to Koodo or Public Mobile | May require manual support |
| Public Mobile to Koodo or Telus | Generally smooth |
| Telus/Koodo/Public to Bell or Rogers/Fido | Smooth and quick |
| Rogers/Bell to Telus/Koodo/Public | Seamless with correct info |
Final Thoughts
Phone number porting is a right every Canadian has, but real-life execution can vary. If you are switching from Telus, Koodo, or Public Mobile to another carrier, especially another Telus brand, be aware of potential delays.
If you are moving to Rogers, Bell, Fido, or Virgin Plus, your port will likely be fast and seamless.
If you have faced porting issues recently, share your experience. We are here to help you troubleshoot step by step.
