Forum Discussion
Misinformation About Number Porting
Hi everyone, I’m hoping to get some guidance or assistance from Telus support or anyone who’s dealt with a similar issue. Two days ago, I purchased a phone from Rogers. Before the return window exp...
TELUS_Support
Official Support Team
Official Support TeamDefinitely not the experience we want for our customers. The TELUS rep you spoke with would have no real definitive way to know the terms of the Rogers agreement, and we always recommend double checking with the other provider to ensure that nothing like this would take place. Was this over the phone with our agent or in a store?
Thank you for your response.
To clarify, the conversation took place over the phone with a TELUS agent on Saturday morning, May 24th During this call, I was explicitly told that I could port my number out of Rogers without issue and that doing so would not interfere with the return or cancellation process—since I was still within the 15-day trial window.
I trusted this information because the agent gave it confidently, without any warning or suggestion to double-check with Rogers first. At no point was I advised to confirm anything with Rogers. So with all due respect, please don’t suggest this misstep was on me. I was never given that opportunity—nor any indication that it was necessary.
The incorrect guidance led to a device charge, a prolonged complaint, and escalation to the Rogers Office of the President. While the issue has now been resolved, the stress and effort could have been avoided entirely with more accurate support from TELUS.
I’d appreciate it if this call could be reviewed, both for accountability and to help improve future service. Mistakes happen—but misinformation given with certainty is costly for customers.
Sincerely,
Ian Murphy
Ian Murphy
- TELUS_Support
Thank you for sharing your experience — we’re truly sorry for the frustration and stress this has caused. We understand how important it is to receive accurate and clear information, especially during a trial period. We appreciate you bringing this to our attention and will have the call reviewed to ensure accountability and help improve our service.
