Forum Discussion

Ngodoj's avatar
Ngodoj
Just Moved In
19 hours ago

Phone number transfer and creating new eSIM

I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress.

I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...

billing
customer service
Mobility

3 Replies

  • Ngodoj's avatar
    Ngodoj
    Just Moved In
    4 minutes ago

    happen. I thought deleting the eSIM and starting over from scratch would resolve the phone number porting issue.

  • Ngodoj's avatar
    Ngodoj
    Just Moved In
    7 minutes ago

    Hi, thank you for responding.
    The person who was assisting me did not give me this context and because I was put in a sitting duck situation without any context of what

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    6 hours ago

    Hello Ngodoj, Welcome to TELUS, though I’m truly sorry your first two weeks have felt like a runaround. Transferring a phone number and setting up an eSIM should be a quick, seamless transition—not a 15-day waiting game that leaves you with double-billing headaches.

    Under Canadian CRTC regulations, when you request to port a number, your previous carrier sends an automated security authorization text to your old SIM card. You must reply "YES" within 90 minutes on that original SIM to approve the release. If that window passes or the old SIM wasn't active, the port request halts on the back end while the system waits for approval. 

    Deleting an eSIM profile from your phone’s software menu is the digital equivalent of snapping a physical SIM card in half and throwing it away. Once deleted, the profile is permanently invalidated and cannot be "re-downloaded". Because your number transfer was still locked in pending status, the MyTELUS portal blocked the generation of a new eSIM push.

    First bills often include partial month charges (pro-ration from your activation date to your cycle date) plus the next full month in advance. However, if your line is stuck in pending/porting limbo, it can cause duplicate temporary line charges that need a manual line audit. 

    So, in order to assist you further, we'll need more information regarding your account so we'll send you a private message shortly, thanks !