Is anyone having a problem porting a number into Telus?

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Friendly Neighbour

As you might have seen from previous posts I am having an issue contacting Telus (wait times).  The reason I have been trying to get a hold of them is I am having a problem porting in a number from Rogers.  Anyone else having problems porting in their numbers from other carriers? 

 

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Resident

We had the same problem yesterday. Not sure if the agent at the store punched in the wrong number but he also misspelled the last name. Tech support at ROGERS said they have not received a request to port the number. So I think we have two lines with two carriers and two different phone numbers at the moment. Any solution for you yet? 

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Friendly Neighbour

My Rogers line is still working luckily, but no solution yet.  I have tried to call in to Telus and had no luck talking with anyone.  Currently I just sit on hold for a couple hours then get an automated response letting me know they cannot take my call at this time.  I also emailed them and I am waiting for a response.  At this point I am not sure what to do since I cant call in and when I called Rogers they said they have not received a request to port the number yet.

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Neighbour

I changed over Sat from Rogers to Telus took an hour or 2 to port the number over. Works fine now. 

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Neighbour

Probably better off going into a local Telus store and have them re check your account. 

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Friendly Neighbour

I'm a new customer and I set up to port 2 different numbers over from Freedom yesterday at 1:00pm. 24+ hours later and still nothing.

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Community Power User
Community Power User

@arterian

Does your Freedom number still work?  Some ports can take longer than others.

NFtoBC
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Friendly Neighbour

@NFtoBC wrote:

@arterian

Does your Freedom number still work?  Some ports can take longer than others.


Yeah, it does. 

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Resident
Same issue. Got 3 lines activated at Bestbuy, got an error while porting. Told me call Telus to do as the system might be busy. Called Telus, they told me there was an issue with porting system and told me to it online.. then I did it online, almost 24 hours now nothing. Fido numbers still work. Called them again, they give me a porting department number and told me to call these guys to give them permission to port. On the line waiting again... every call I’ve made is like a 1.5hr wait... ridiculous.
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Friendly Neighbour

@Sguan12 wrote:
Same issue. Got 3 lines activated at Bestbuy, got an error while porting. Told me call Telus to do as the system might be busy. Called Telus, they told me there was an issue with porting system and told me to it online.. then I did it online, almost 24 hours now nothing. Fido numbers still work. Called them again, they give me a porting department number and told me to call these guys to give them permission to port. On the line waiting again... every call I’ve made is like a 1.5hr wait... ridiculous.

How did you do it online? Were you an existing Telus customer? I can't even set up an account because there is no option for me to send a verification code to myself.

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Resident
You can use email verification.
Friendly Neighbour

@Sguan12 wrote:
You can use email verification.

Doesn't come up as an option for me (nor does anything else.)

 

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Resident

Hi, I am having the exact same problem.

I ported my number last night and it's been over 24 hours. 

I tried live chatting and calling, but got disconnected for both. I finally decided to visit a Telus store, in which they said their support team had to contact another team. I was told they would give me an email when the porting has been completed, but I have not received any. Incoming messages and calls still not working. 

If someone has solved the problem, can they please explain how?

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Friendly Neighbour
I got through to technical support and they solved it. Basically they screwed up at the store level in setting up my account and porting.
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Resident
Try shutting the phone off and then turn it back on. That seemed to work for us.
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Resident

I am having the same issue,

 

I went through chat support and gave the guy all of our information and he was contacting help desk and the whole chat crashed. Now it seems to be having issues.

 

Frustrating, I just want this phone to work.

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Resident
My problem still not resolved. Went into Telus after work today and they expected me to wait one hour... didnt have time so I left.
I had a carrier update but still no luck on getting my number ported. If i cancel my fido plan, will i lose the number?
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Community Power User
Community Power User

@el

If you cancel the Fido Plan, your number will be put back into the pool. Best to wait until it is ported and the account automatically closed.

 

NFtoBC
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Good Samaritan

I had porting problems as well porting from Bell. There's something screwing with Telus' system. Tech support tried doing a forced manual port but the window quickly closed after he hit ok and the port wasn't successful. Eventually, it was sorted out about a day later after the issue was escalated. I was fortunate, I wasn't dealing with the Philippine call centre otherwise God knows when my issue was going to be fixed. 

 

Additionally, never ever call your previous provider to port or cancel your account. According to the CWC, porting is the sole responsibility of yo9r new provider. Should you contact your previous provider, there's a good chance they will destroy your number because they're cancelling your service for you and you'll never get it back.

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TELUS Employee
TELUS Employee

I wanted to port my second line, over from Videotron, by doing from My Account. It was like 6:30 pm and Videotron’s porting department was closed, so it didn’t complete, even 13 hours later. So I called 1-877-868-3587, which is TELUS’ porting (in and out) department, they cancelled and restarted the port in immediately. It took like 30 minutes and everything was done!

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Rockstar

This brings back some nightmares!  😛  I had issues when I originally ported my Rogers number to Telus years ago.  It took them the better part of a week to sort it out also, and that was done in-store.  Rogers didn't want to let go of the number.  A friend of mine had an issue porting in-store as well where for some reason, she had incoming service with Bell from a Rogers port but outgoing was with Telus.  It took 4 days to sort that disaster out because the person at the store where she set things up goofed when originally doing the port. 

 

Best of luck!