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Choose the new Canadian carrier and ask it to transfer your existing number before you cancel anything. Keep the old service active until the port finishes, then test calls, texts and data. A mobile transfer usually takes a few hours, but service—including 9-1-1 access—can be interrupted temporarily.
The rule that prevents most lost numbers
Start with the carrier you are joining. Tell its representative or online activation flow that you want to keep your current number and ask it to initiate a port (also called a number transfer). The new carrier contacts the old one through the industry transfer process; you normally do not need to contact the old carrier to start it.
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Keep the old line active while this happens. Do not submit a cancellation request first. The CRTC’s consumer guidance states: “Most importantly, do not cancel your service before you switch to the new provider.” If a number has already been cancelled without a transfer in progress, the normal porting process cannot keep it and you will need a replacement number.
Once the new carrier confirms completion, place a test call, send and receive a text, and check mobile data. Only then should you deal with the old account’s final bill, device balance or other contract obligations.
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What to decide before you order the new service
Check coverage at the places you actually use the phone
Compare the destination carrier’s coverage at home, work, school and regular travel locations. A successful port does not guarantee that the new network will work where the old one did. Ask about indoor coverage, rural or highway coverage and any network restrictions on the plan you are considering.
Confirm phone, SIM and eSIM compatibility
Ask whether your existing phone can be used on the new network and whether it needs to be unlocked, replaced or configured. Confirm whether activation will use a physical SIM or an eSIM and whether your model supports that method. A new SIM or eSIM may be needed for activation, but buying one is not a universal requirement for keeping a number; the receiving carrier determines the setup.
Ask whether the exact number is eligible
Give the new carrier your current number and service type (mobile, landline or VoIP) and ask it to check eligibility for the destination and location. Portability can depend on the local calling area, the technology being used and whether the old line is active. Do this check before paying for a plan or scheduling a cancellation.
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The new carrier will explain which account or identity details it needs to validate the request. Requirements can include information shown on your current bill or account, but they vary by provider. Provide those details directly through the carrier’s secure channel; never put account numbers, passwords, government identifiers or one-time codes in a public post or general checklist.
Review the agreement you are leaving
Find out whether you still owe for a device, financing arrangement or other contract commitment. A port transfers the number; it does not erase money owed to the former carrier. Ask that carrier for an account-specific balance if the agreement is unclear.
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Step-by-step: port the number without cancelling first
- Select the destination carrier and plan. Verify coverage, phone compatibility, SIM or eSIM requirements, price, included data and any activation conditions for your address.
- Request a number transfer during signup. Say clearly, “I want to keep my current number.” Ask the new carrier to initiate the port rather than assigning a new number.
- Supply the requested validation information. Follow the carrier’s instructions exactly. A mismatch between the information you provide and the old account can delay or reject the request.
- Leave the old service connected and unsuspended. Do not cancel it, ask the old carrier to disconnect it or allow a missed payment to suspend it while the transfer is pending.
- Ask for the carrier’s timing estimate and status method. Get the expected completion window and learn how you will be notified if more information is needed. The estimate is case-specific; the CRTC’s general figures are described below.
- Plan for a temporary interruption. Keep another way to reach people while the transfer is running. Calls, texts, data and 9-1-1 access may not work continuously during the changeover.
- Test the new service before closing the old account. Call from another phone, make an outgoing call, exchange text messages and load a webpage over mobile data. If your phone uses dual SIMs, confirm which line is active.
- Resolve the old account after completion. Review the final bill, device financing and any applicable cancellation amount. Keep confirmation of the completed port and payment records.
How long a Canadian number transfer takes
The CRTC’s published consumer estimate, on its page last modified July 6, 2022, is a few hours for a mobile transfer. That is a general estimate, not a promised deadline for every carrier, account or number.
| Transfer type | Typical published timing | Important qualification |
|---|---|---|
| Mobile to mobile | A few hours | The new carrier initiates the request while the old mobile line is active. A temporary service interruption can occur. |
| Landline to mobile | Up to two business days typically | Location and number eligibility can limit the transfer; service may be interrupted during the change. |
| Mobile to landline | Up to two business days typically | The receiving provider must confirm that the number can be used in its local calling area. |
| Landline to landline | Not stated as one universal period | Eligibility is generally tied to the same exchange or local calling area and an active, connected number. |
Ask the new carrier for the current estimate for your case. Do not make promises to family, customers or emergency contacts that the line will remain available throughout the window.
What can interrupt service during a port
A transfer can briefly interrupt calling, texting or data. The CRTC specifically warns that 9-1-1 service can also be disrupted. Because no guaranteed interruption duration is published, arrange a backup phone or another communication method if you may need urgent contact during the transfer.
If an emergency occurs during the changeover, use another working phone or ask someone nearby to call 9-1-1. Do not wait for the port to finish. Once service returns, test emergency calling according to the new carrier’s instructions.
Eligibility and edge cases
| Your situation | What usually applies | What to ask the receiving carrier |
|---|---|---|
| Mobile to mobile | Generally portable when the new carrier submits the request and the old service is active. | “Is this number active and eligible for transfer to this plan and address?” |
| Moving to another province | A province change can involve a different local calling area or different available service. A new number may be required. | “Can you keep this exact number at my new service address?” |
| Moving within the same province | Eligibility still depends on the local calling area and technology, not only the province. | Have the carrier check the number against the destination exchange. |
| Landline to landline | Local portability is generally associated with remaining in the same exchange or local calling area and having an unsuspended, connected line. | Confirm the exchange, installation address and whether the line is currently connected. |
| Landline to mobile or mobile to landline | These transfers can be possible, but location restrictions apply and they typically take up to two business days. | Ask whether the number is eligible and what service interruption to expect. |
| VoIP involved | The CRTC lists several VoIP transitions as cases where a new number might be needed. | Obtain an eligibility decision before placing the order. |
| Number already cancelled | The normal transfer process cannot preserve a number that was cancelled first. | Ask what replacement options exist; do not assume the old number can be recovered. |
| Number suspended or disconnected | A suspended or terminated service is not active for ordinary porting purposes. A disconnected number can eventually return to inventory and be reassigned. | Restore active service and ask the new carrier about eligibility before attempting a transfer. |
Why province and local calling area matter
Canadian number portability is not a promise that a number can follow you to every address. Local landline numbers are generally associated with an exchange or local calling area. A move across that boundary—even within the same province—can make the number ineligible or require a different service arrangement. Mobile numbers can also face location-related limits when the destination carrier checks the number.
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Tell the receiving carrier both the number you want to keep and the location where the new service will be used. If you are relocating, ask this question before signing up: “Will this exact number remain usable at my new address, and if not, what number options do I have?” Treat the answer as provider-specific rather than assuming that provincial borders alone determine eligibility.
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Landline numbers
For local home-phone service, portability is generally tied to the same exchange or local calling area. The line must be connected and not suspended. A landline transfer to or from a mobile service can be possible, but the receiving provider must validate the location and technical arrangement.
Mobile numbers
Mobile-to-mobile is the ordinary case: the new carrier submits the request while the old mobile account remains active. The broad CRTC estimate is a few hours, with a possible temporary interruption.
VoIP numbers
VoIP portability depends on the specific service and destination. Some VoIP transitions are identified by the CRTC as situations in which a new number may be necessary. Get a confirmation from the receiving provider before you cancel, disconnect or move the existing VoIP service.
Cancellation, final bills and fees
Completing a port does not settle the former account. Outstanding monthly charges, device financing and other amounts can remain. Ask the former carrier for the exact closing balance and check the agreement you signed.
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The CRTC says there is no general requirement to give 30 days’ notice to cancel phone, mobile, Internet or television service. That does not mean every charge disappears. The CRTC describes limits on certain mobile cancellation fees in specified contract and device-subsidy situations, but the amount in your case depends on the agreement and circumstances. Request a written breakdown if a fee is charged.
Do not delay the port while negotiating the final bill. Keep the old line active until the transfer is complete, then address billing separately.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What to do if the transfer is delayed or refused
- Contact the new carrier first. It is handling the request and can see the port’s status. Ask why it is delayed or rejected and what action is required.
- Check validation details. Ask whether any account information is missing or does not match the old provider’s record.
- Confirm the old line is still active. A cancellation, suspension or disconnection can prevent completion. Do not cancel the line to “restart” a failed request.
- Ask for a concrete next update. Request the expected next status time and the case or reference number for the interaction.
- Keep both services in their current state until instructed. Do not make additional changes that could invalidate the request.
- Escalate an unresolved complaint. The CRTC identifies the Commission for Complaints for Telecom-television Services (CCTS) as an independent complaint-resolution body. Use the carrier’s complaint process first and retain bills, dates, reference numbers and written responses for an escalation.
In Telecom Decision CRTC 2026-211, dated August 18, 2026, the Commission considered a specific dispute involving access to a porting system after customer service had been disconnected. The decision underscores why customers should initiate a transfer before disconnection. It is not a general guarantee that a disconnected number can be recovered, nor does it create a universal remedy for every failed port.
Authorization and account security
A transfer requires authorization from the customer or an authorized agent. In local-service guidance, the CRTC lists mechanisms such as written consent, recorded or independently verified oral authorization, electronic order authorization and internet confirmation—methods that create an objective record. These are examples from the CRTC’s local-service rules; a wireless carrier may use a different verification flow.
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How to verify that the port really finished
Wait for the new carrier’s completion notice, then perform independent tests:
- Call your number from a different network and answer it on the new service.
- Place an outgoing call and verify that the caller ID shows the expected number.
- Send a text message in both directions.
- Turn off Wi-Fi and load a webpage over mobile data.
- Check voicemail and any two-factor-authentication messages that rely on SMS.
- If you use dual SIMs, label the lines and disable the old line only after confirming the transferred line works.
If one service works and another does not, report the specific symptom to the new carrier rather than cancelling the old line yourself. A partial failure can be a provisioning or device-configuration issue even when the number transfer itself is complete.
A practical decision sequence
If you are changing only the mobile carrier
Keep the old mobile account active, request the port with the new carrier, allow a few hours, and test all services before reviewing the final bill.
If you are changing province or address
Have the destination carrier check the exact number against the new local calling area before you order. Be prepared for a new number if the number is not portable there.
If you are leaving a landline or VoIP provider
Confirm technology and location eligibility first. Plan for up to two business days for a typical landline-to-mobile or mobile-to-landline transfer and ask how calls will be handled during the interval.
If the old service is already cancelled
Do not assume that reopening the account will restore the number. Contact the prospective carrier promptly for an eligibility check and ask what replacement options are available; disconnected numbers may eventually be reassigned.
Sources and dates
The process and timing guidance above follows the Canadian Radio-television and Telecommunications Commission consumer page “Switch providers and keep your number,” last modified July 6, 2022. Local exchange, authorization and complaint-escalation details come from the CRTC page “Choosing a Local Home Phone Service,” last modified October 29, 2025. The consequences of disconnection before porting are illustrated by Telecom Decision CRTC 2026-211, dated August 18, 2026. Carrier procedures can change, so obtain the current case-specific instructions from the new provider.
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