How to change your operator and keep your phone number?

Changing mobile operators while keeping your phone number (process portability) is a common and legally protected procedure in Canada that allows consumers to switch between service providers without losing important contact numbers. In Calgary, as in the rest of Canada, this process is regulated by the Canadian Radio-television and Telecommunications Commission (CRTC) and protected by the provisions of the Wireless Code.

Legal basis for number portability

Canadian law guarantees consumers the right to keep their phone number when changing carriers within the same metropolitan area or local calling region. In Calgary, number portability is supported between all major mobile operators, including Bell, Rogers, Telus, and their subsidiary brands. This system is called Local Number Portability (LNP) and is managed by the Canadian Local Number Portability Consortium (CLNPC).

Major carriers in Calgary

Before switching carriers, it is important to understand the coverage quality in the Calgary area. According to network coverage research, Bell and Telus have the best coverage in Alberta (69.11% of the province), significantly ahead of Rogers (60.61%) and Freedom Mobile (only 0.78%). Bell and Telus share towers in western Canada, providing identical coverage.

According to consumer ratings, the leaders in Alberta are:

  • Public Mobile (4.1/5, uses the Telus network)
  • Fizz (4.1/5)
  • Telus (3.9/5)
  • Rogers (3.3/5)
  • Bell (3.1/5)

Preparing to switch carriers

Required documents and information

To transfer your number, you will need:

From your current carrier:

  • Active phone number (not canceled or suspended)
  • Account number
  • Account holder's name
  • Billing address
  • Account password (PIN) or device IMEI number
  • Last bill from your current carrier

Personal documents:

  • Proof of identity (passport, Canadian driver's license, or provincial ID)
  • Proof of address

Important precautions before changing

  • Do not cancel your current service until the transfer is complete — this is critical. If you cancel your service before the transfer is initiated, your number will become inactive and cannot be transferred. Your new carrier will take care of canceling your current service.
  • Make sure your account is in good standing — no outstanding balances or blocks. Pay any outstanding balances and resolve any issues with your current carrier.

Step-by-step process for changing carriers

Step 1: Choose a new carrier and plan Research available plans and choose the one that best suits your needs. All major Canadian carriers and their subsidiary brands are available in Calgary. Visit the carrier's store, call them, or apply online.

Step 2: Apply for number portability

When activating your new service, inform the carrier representative that you want to keep your current number. The new carrier will initiate the transfer process and take care of all the technical details.

Provide all the necessary information about your current account. Accuracy is critical — any discrepancies may result in your transfer request being rejected.

Step 3: Transfer authorization Canada has a system in place to protect against unauthorized number transfers. After submitting your transfer request, you will receive an SMS or email from your current operator asking you to confirm that you want to transfer your number. You must respond “Yes” within 90 minutes, otherwise the transfer request will be automatically canceled. Keep your phone turned on with your current operator's SIM card to receive the authorization message.

Step 4: Wait for the transfer to complete The transfer time depends on the type of transfer:

  • Mobile to mobile: 1–3 hours (usually 10–60 minutes)
  • Landline to mobile: 2–5 business days
  • Mobile to landline: 2–5 business days

During the transfer process, your current service will continue to work, but there may be a brief interruption during the actual transfer of the number.

Step 5: Activate your new service When the transfer is complete, your new number (temporarily assigned) will replace your original number. You will receive an SMS confirmation that the transfer has been successfully completed. Before completing the process, check your voicemail and other services one last time, as access to them will be lost through your previous plan.

Financial aspects of changing carriers

Contract cancellation fees

If you have a contract with your current carrier, you may incur an early termination fee. Under Canadian law, the amount of this fee is regulated by the Wireless Code:

If you received your phone for free or at a discount:

  • The fee cannot exceed the amount of the device subsidy
  • The fee must decrease each month and reach $0 within 24 months
  • The fee must decrease in equal installments each month

In other cases:

  • If you have a two- or three-year contract: the fee is limited to the lesser of $50 or 10% of the remaining monthly payments on the contract
  • If your contract has no end date: the fee cannot be charged

Free number change

The number transfer process is free — new carriers do not charge for the transfer itself. However, you are responsible for any contractual obligations to your previous carrier.

Trial period

Under Canadian law, you are entitled to a 15-day trial period (30 days for people with disabilities) from the date the service begins. During this period, you can cancel your contract without penalty if:

  • You have used less than half of your monthly limits
  • You return the device in like-new condition with the original packaging

Features of transferring different types of numbers

Mobile numbers

Portability between mobile operators is the simplest and fastest. Most transfers are completed within an hour. All Canadian mobile numbers can be transferred between operators within the same general service area.

Transferring from a landline to a mobile phone

This process takes longer, usually 2–5 business days. It requires additional information from your landline operator and may include a period of service interruption.

Portability restrictions

Some numbers cannot be ported:

  • Inactive numbers
  • Pager numbers
  • Toll-free numbers
  • Special numbers with * or #
  • Numbers from areas that do not support number portability

Moving to another province

If you are moving to another province or “local calling area,” you may need a new number. Consult your new operator about the possibility of keeping your number when you move.

Technical aspects of porting

SIM cards and eSIM

After selecting a new carrier, you will be issued a new SIM card or have an eSIM configured. It will initially have a temporary number, which will later be replaced with your transferred number.

If you plan to use an eSIM, it is recommended that you wait until the transfer is complete before configuring your eSIM.

Device compatibility

Most modern phones work with all Canadian carriers, but check your device's compatibility with your new carrier's network. Since 2017, all phones in Canada are sold unlocked.

Messages and features

When you transfer your number, only the number itself is transferred—no features or settings from your previous carrier are retained:

  • Voicemail is reset and needs to be set up again
  • Caller ID, call forwarding, and other features need to be set up again
  • Texts and call history are not transferred

Special considerations for different groups

Newcomers to Canada

Newcomers may face additional requirements due to lack of credit history. Many carriers offer:

  • Special plans for newcomers
  • The option to get service with a deposit
  • Prepaid plans that do not require a credit check

Required documents include a passport, proof of address, and sometimes immigration status documents.

Corporate accounts

Transferring numbers from corporate accounts can be more complicated and time-consuming. Authorization from an authorized company representative is required, and the process may be classified as a “complex port.”

Family plans

When transferring numbers from a family plan, each number must be transferred separately. It is possible to transfer some numbers while leaving others with the current operator, but this may affect the cost of the remaining plan.

Best practices and tips

Choosing the right time to transfer

The best time to switch operators is a few days before the end of your current billing cycle to minimize overlapping bills. You can also take advantage of special promotions during Black Friday or Boxing Day, when operators offer the best terms for switching.

Loyalty programs and win-back offers

Before finally changing operators, contact the retention department of your current operator. They can often offer better terms or discounts to keep you as a customer.

After changing operators, don't be surprised if your previous operator calls you with “win-back” offers — this is normal practice.

Update important services

If you are changing your number (not transferring it), be sure to update your contact information in:

  • Banks and credit cards
  • Two-factor authentication (2FA) for government services (MyCRA, MSCA)
  • Social networks
  • Security and alarm systems

Testing the new network

Use the 15-day trial period to test the network quality in places where you use your phone most often — at home, at work, on public transport. If you are not satisfied with the quality, you can cancel your contract without penalty.

Possible problems and solutions

Transfer request rejected

The most common reasons for rejection are:

  • The information provided does not match the records of the current operator
  • Incorrect account number or PIN
  • Unpaid bills or outstanding debts
  • Errors in the spelling of names or addresses

Solution: Contact your current operator to verify the information in their records before submitting a transfer request.

Delays in the process

If the transfer takes longer than expected:

  • Contact your new operator to check the status
  • Make sure that your current operator has received and is processing the request
  • Check if additional authorization is required

Issues with iMessage and RCS

When switching from iPhone to Android (or vice versa), be sure to:

  • Disable iMessage before transferring your number
  • Disable RCS on Android devices
  • Configure these features after the transfer is complete

Temporary loss of service

During the actual transfer, there may be a brief interruption. To minimize the impact:

  • Plan the transfer for a less critical time
  • Notify important contacts about the possible temporary interruption
  • Have a backup means of communication (another phone or messengers via Wi-Fi)

Financial benefits of switching carriers

Switching carriers regularly can result in significant savings. Many Ukrainian newcomers to Calgary have successfully used a strategy of cycling between carriers to get the best deals.

Budget carriers such as Public Mobile, Lucky Mobile, or Freedom Mobile can offer significant savings compared to premium plans from Bell, Rogers, or Telus. Public Mobile, in particular, uses the Telus network and offers excellent value for money in the Calgary area.

Conclusion

Changing mobile operators while keeping your number in Calgary is a standard procedure protected by Canadian law and regulated by the CRTC. The process usually takes from a few minutes to a few hours for mobile numbers and is free of charge. The most important thing is not to cancel your current service before the transfer is complete, to have accurate information about your account, and to be prepared for possible penalties for early termination of your contract.

In Calgary, all major carriers provide good coverage, with Bell and Telus having an advantage in areas outside the city. The choice of a specific operator depends on your data needs, budget, and network coverage priorities. Taking advantage of 15-day trial periods and regularly switching operators to get the best deals can ensure optimal mobile service at minimal cost.