Number cannot be transferred from Telus
Hello all.
So I got my SIM card from Fizz today and went ahead to activate it and initiate the transfer process.
I got the text from Telus asking to confirm the number transfer but at the exact same time I got and email from Fizz stating that my number cannot be transferred. I have no outstanding balance with Telus and my account is a pure cellular account (not a landline or VOIP).
I am currently in chat and have been at position #1 in the chat queue for over an hour.
Anyone ever had this kind of situation before?
Answers
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Did you confirm the transfer to telus?
How long did it took to receive the SMS from telus?
You have 30 minutes (not 100% sure) from when you start the process
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Hello. No I am hesitant to do so since I got the email from Fizz and also have a notification in my account explicitly saying my number cannot be transferred.
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I'm afraid to end up with no service at all if I reply YES to Telus.
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Ok I see, I will wait to speak with a fizz representative then
Is you number a company one?
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the cat is overloaded surely you are not at all number 1
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I don't know Telus, but some provider block the transfer with a pin or similar, did you check under your telus account if there is such option?
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It's been going up and down. I made the mistake to write something more in the chat. I got pushed back to #32 and worked my way up to #1.
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@TheEvilDonut it happens I saw a few here
3. Your current provider’s account number or phone IMEI is incorrect.
You may have mistyped one of these numbers. Verify your account number or IMEI and try again.
- To find your account number: Your current provider’s account number will be on your most recent bill.
- To find your IMEI: Dial *#06# on your phone’s keyboard. An IMEI number is your phone’s ‘identity card’. Your current provider uses it to associate your phone with your account. It also allows you to identify yourself and validate your phone number when you request a number transfer. Your current provider will only recognize the IMEI for the most recent phone you used with them.
Only the IMEI from the phone you used with your previous provider can allow the transfer of your number.
If the IMEI number is more than 15 digits long, only use the first 15.
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Can you try to write chat with a customer representative
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@Sébastien code ZXEL1 I did the transfer with my Telus account number. I am willing to try again but how do I access the transfer process since my SIM card is activated? Tried and when I input my sim activation code it tells me it's already activated.
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You cannot at this time
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Just got an email from Fizz saying the transfer was not successful because I did not reply to the text from Telus in time. Well duh lol.
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Currently online with Telus to check if they have some kind of number porting block in place.
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Well, at least you know why!
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Well Telus confirms that no block is in place on their side.
Tried the process another time and got the same thing.
Question, will I get charged if I never get to transfer the number or will my plan remain inactive?
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If you are making a transfer, and you don't confirm in time the portability SMS, yes you will get charged
But, your situation it seems different, since Fizz is alerting you that there is a problem with the porting, it is the first time that I read it. Therefore, I don't know, and I follow this post in order to learn something new.
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So far my plan is marked as being pending. I am starting to regret ever starting this. I will I could cancel my plan but I don't have the option since it's not active.
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I am hoping I will not be charged since I do not see an amount on my plan currently.
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Therefore, you are not charged.
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it's just a shame it didn't work
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I gave a call to Telus customer service by phone (went by chat earlier) and when I said I was having trouble porting to Fizz they immediately (like cut me off in mid-sentence) transferred me to retention. They applied a 15$ monthly rebate to my account and gave add 5Gb to my monthly bandwidth (15 to 20Gb).
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finally it ends well
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@Sébastien code ZXEL1 as long as Fizz does not charge me. :)
Guys I want to VERY MUCH thank you for taking the time to help me. It was very much appreciated.
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Therefore, you end up with a good deal
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Check your account, and remember you have 15 day trial period, if for some reason the will charge you
Now you need to sell the Fizz SIM
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Finally got to '"speak" with someone from Fizz.
Apparently I will be able to cancel my plan once my last transfer process expires.
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Thank you to let us know, therefore is 90 minutes, after it will be activated with a number (but not the one of the porting) when the account is activated, you will have 15 days, therefore you will close it immediately.
Thank you, this will help us when under users will end up with the same problem.
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That seems to be a good deal!
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The one thing to remember that I discovered that I needed to do is that I actually had to insert the Fizz SIM card in my phone for the plan to actually activate. Then I was able to cancel the plan.
I will also note that unfortunately all this adventure did not end on a solution allowing me to port my number to Fizz. Only to allow me to cancel my Fizz plan and to remain at Telus.
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That's bad news! I'm sorry for that. Why you couldn't port your number to Fizz? What happened exactly?
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@FizzyFizz JQMPM Overall :
- I activated my SIM
- Selected the option to port my number
- Provided my Telus account number
- Got the SMS from Telus asking to confirm the transfer
- BEFORE I had time to reply to the SMS I got an email from Fizz saying my number cannot be ported and that I needed to get in touch with customer support to do the transfer.
Before I could get a hold of a Fizz rep I was able to confirm with Telus that there was not anything on their end preventing the port. I did not have any outstanding balance and there was no blocking measures in place preventing my account to be transferred over to Fizz.
Telus also proposed to upgrade my plan while reducing my monthly charge which I accepted.
I then asked Fizz how to cancel my "activation pending" plan and I did just that.
So all in all I never learned what exactly prevented the porting process. Unfortunately.
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In retrospect I realize that I was potentially in a very delicate situation.
If I had replied YES to the SMS from Telus BEFORE getting the email from Fizz I suspect I could have ended up with no cellular service at all.
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Understood. Thank you for taking the time to explain all the steps!
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@TheEvilDonut
maybe number 5 below
Numbers that cannot be transferred.
- While the vast majority of phone numbers can be transferred, there are exceptions.
- Your phone number must be a mobile number. If it's associated with a landline or VOIP, it cannot be transferred over to Fizz. Same goes for an administrative phone number — for example, a number associated with an organization or public institution.
- If your number starts with an area code outside the Fizz subscription area, your number cannot be transferred.
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That cannot be it. I actually used to be a Fizz client with the very same number. I once transferred my number to Fizz from another provider.
This morning I realized something that COULD explain the situation. I am a corporate client with Telus i.e. I ported my number to Telus (from Fizz) to use a plan with a reduced price provided by Telus because I work for the government.
However Telus confirmed that this in no way should prevent a porting process to another provider. My phone is all paid for and I do not have a contract with Telus. I just pay for the service.
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@TheEvilDonut
I think they want more of you at fizz
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Hahaha well if they keep lowering my price they can have my money no problem.
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I probably was right :D, the problem that Fizz is for the end user, therefore, telus allow the porting out, but Fizz doesn't allow this
7. You entered an administrative phone number
It is not possible to transfer an administrative phone number — for example, a number associated with an organization or public institution. Please choose a new number.
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Sorry @Jess_i88b6 I did not see your question about my number being a company number when you posted it originally.
Well this is kind of a bummer if this is my problem. My number was not provided to me by Telus, I am just using a plan with a preferential rate.
I guess Fizz will never see the likes of me ever again because there is no way that I will change my number.
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Yeah, but with a much better price...
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What if they make an offer you can't refuse (cit.).... 😅
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Apparently this is not possible since they are not willing to transfer my number. 😀
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Whatever they lost a customer... 🤷🏻♂️
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Seems like I'm in the same situation. Waiting on both customer service to know if I can get a resolution!
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That sucks… sorry to read that…
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1h06 minutes later, still in queue. I had the time to go over all the situations with Telus without a reply from Fizz. Lovely! I'm already a customer through Internet but jeez, the platform is so bad
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TheEvillDonut had the problem because he had a special contract with the government, probably the line was considered as administrative phone number.
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Actually I was not under any contract. The phone was all paid for. The only thing that set me apart was that I got into my Telus account through my employer which is a government agency. But my Telus account is standard. But you are right Jess, there is probably something somewhere in my account that bugged Fizz.
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I am surprised Telus did not offer you a better price right off the bat when you told them you were looking into switching provider. I almost did not even had time to name the provider I wanted to switch to before they transferred me to retention.
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Yes I used a wrong term, you had a special price
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