WNP

FAQs

1. What is wireless number portability?

2. When will WNP be available?

3. How do I know if I am eligible to transfer my phone number?

4. How much will it cost to transfer my phone number to a new service provider?

5. I already have a contract with a wireless service provider. Can I still transfer my phone number to a new service provider?

6. What do I do first if I want to keep my phone number when changing service providers?

7. What information will my new service provider need?

8. Will I need to get a new wireless phone and service plan?

9. Will my current voice mail and other calling features work with my new service provider?

10. I have several telephone numbers with my current service provider. Do I need to transfer all of the numbers?

11. I am currently using a prepaid wireless service. Can I transfer this telephone number to a new service provider?

12. How long does it take for my new service to be activated?

13. Will my old phone still work during the transfer process?

14. Can I transfer my home phone number to my wireless phone?

15. Can I transfer a phone number from a deactivated phone?

16. Can I transfer my pager or fax number to a new service provider?

17. What if someone transfers my phone number without my knowledge?

18. I recently transferred my phone number to a new service provider, but now I have changed my mind. Can I take my phone number back to my old service provider?

19. Can my current service provider refuse to transfer my phone number to my new service provider?

20. Will transferring my number impact my ability to call 9-1-1 or other emergency numbers?





 1. What is wireless number portability?

Wireless Number Portability (WNP) is a wireless consumer's ability to change service providers within the same general metropolitan area or local calling area and keep their existing phone number. WNP also allows consumers to move a phone number from a wireline phone to a wireless phone (and vice versa). Canada will be the second country in the world (after the US) to offer complete wireless-to-wireless, wireless-to-wireline and wireline-to-wireless portability.

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 2. When will WNP be available?

WNP became available in metropolitan areas across Canada on March 14, 2007. You may have seen regional references to different launch dates - September 12 for example - but the industry decided that WNP would be available on a national basis on March 14. However, WNP may not be available immediately in some regions. Your prospective new service provider will be able to tell you if they can provide service for your current phone number.

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 3. How do I know if I am eligible to transfer my phone number?

Generally, WNP allows you to switch from one service provider to another within the same general metropolitan area or local calling area. Your prospective new service provider will be able to tell you if they can provide service for your current phone number. Only active telephone numbers are eligible to be transferred.

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 4. How much will it cost to transfer my phone number to a new service provider?

Individual service providers will determine what fees may be applicable for this service.

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 5. I already have a contract with a wireless service provider. Can I still transfer my phone number to a new service provider?

Review your existing contract or service agreement to find out what fees or charges would apply if you cancel your service before your contract is complete. You can transfer your number to a new service provider at any time, but you will be obligated to pay any early cancellation fees identified in any existing contract, and be obligated to pay any outstanding balance.

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 6. What do I do first if I want to keep my phone number when changing service providers?

Do NOT cancel your current service, as only active telephone numbers are eligible to be transferred to a new service provider. Contact the service provider you want to switch to first. The new service provider will contact your old service provider to transfer your phone number.

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 7. What information will my new service provider need?

Wireless-to-Wireless Customers – If you can, bring your wireless phone and most recent monthly bill with you when you visit your new prospective service provider. If you don’t have a bill, your new service provider will need to know your telephone number and one of the following: your account number; your password /PIN; or your phone’s ESN/MEID numbers which are located on the back of your phone under the battery. Your new service provider can assist you to identify your ESN (Electronic Serial Number) or MEID (Mobile Equipment Identifier).

Wireline-to-Wireless Customers – If you can, bring your most recent monthly bill with you when you visit your new prospective service provider. If you don’t have a bill, your new service provider will need to know the telephone number, the account holder’s name and the service address.

Wireless-to-Wireline Customers – If you can, bring your wireless phone and most recent monthly bill with you when you visit your new prospective service provider. If you don’t have a bill, your new service provider will need to know your wireless telephone number and one of the following: your account number; your password /PIN; or your phone’s ESN/MEID numbers which are located on the back of your phone under the battery. Your new service provider can assist you to identify your ESN (Electronic Serial Number) or MEID (Mobile Equipment Identifier).

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 8. Will I need to get a new wireless phone and service plan?

You will most likely require a new phone, but you can check with your new service provider to see if their network is compatible with your existing device. You will need to choose a new rate plan with your new service provider. Your new service provider will help you choose a new phone and the type of service plan you require.

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 9. Will my current voice mail and other calling features work with my new service provider?

No. With wireless number portability, your phone number is the only thing you are transferring to your new service provider. You will have to arrange for new calling features, such as voice mail, call forwarding, caller ID, etc. As well, it is important to check whether any other services that may be connected to your phone number, such as Internet services, directory listings or alarm and security systems, might be impacted by transferring your phone number to a new service provider.

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 10. I have several telephone numbers with my current service provider. Do I need to transfer all of the numbers?

Each telephone number must be transferred individually. Remember that you are only transferring the telephone number and not the services associated with your current provider. Your new service provider will assist you in choosing a new service plan for the number or numbers you are transferring. If you are transferring some but not all of the numbers you have with your current service provider, you may be required to make new service plan arrangements with your current service provider for the telephone numbers you are not transferring.

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 11. I am currently using a prepaid wireless service. Can I transfer this telephone number to a new service provider?

As long as the phone number is currently active, it is possible to transfer a phone number from a prepaid wireless service. However, if the prepaid service has been dormant, the phone number may have been deactivated. Each wireless service provider has their own policy regarding how long prepaid numbers can be inactive before they are deactivated. If you are transferring a phone number from a prepaid service, you will not be able to transfer any prepaid minutes or other service elements from your current provider.

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 12. How long does it take for my new service to be activated?

If you are transferring your phone number from one wireless service provider to another wireless service provider, your new voice service should be activated within 2.5 business hours. If you are transferring a wireline number to a wireless service provider, or vice versa, the service should be activated within two business days.

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 13. Will my old phone still work during the transfer process?

Your old phone should work while you are waiting for your number to be transferred to a new service provider. There may be a short period of no service.

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 14. Can I transfer my home phone number to my wireless phone?

WNP allows consumers to move a phone number from a wireline phone to a wireless phone (and vice versa). Your prospective new service provider will be able to tell you if they can provide service for your current phone number.

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 15. Can I transfer a phone number from a deactivated phone?

No. Only active phone numbers are eligible to be transferred.

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 16. Can I transfer my pager or fax number to a new service provider?

You cannot transfer a number used for paging services, but you can transfer a number you currently use for a fax machine.

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 17. What if someone transfers my phone number without my knowledge?

All service providers do their best to obtain the appropriate authorization for phone number transfer requests from the contract holder or customer of record. In the event of a situation where there has been an unauthorized number transfer, the customer should contact their original service provider to have the number transferred back.

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 18. I recently transferred my phone number to a new service provider, but now I have changed my mind. Can I take my phone number back to my old service provider?

You can transfer your number to a new service provider at any time, but you will be obligated to pay any early termination fees identified in any existing contract, and be obligated to pay any outstanding balance.

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 19. Can my current service provider refuse to transfer my phone number to my new service provider?

A service provider can only refuse to transfer a telephone number if the phone number has previously been terminated or suspended by the service provider. In some cases, number portability may not be available in your area. Your prospective new service provider will be able to tell you if they can provide service for your current phone number.

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 20. Will transferring my number impact my ability to call 9-1-1 or other emergency numbers?

There should be no disruption to 9-1-1 during the phone number transfer process from one wireless service provider to another wireless provider. However, always be sure to provide the emergency call-taker with your wireless phone number and your location as best you can. In the case of transferring a wireless phone number to a wireline service provider and vice versa, there is a potential delay of up to 24 hours in ensuring the correct customer/location information is added to or deleted from the wireline service provider’s database. Be sure to provide the emergency call-taker with your wireline phone number and your address or location.

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