To make sure the request is valid, provide a copy of your latest TELUS bill to the new provider to ensure the business name and service address are properly spelled. For security reasons, a port out request will be rejected if there are any errors.
When dealing with an account with multiple lines, each line has to be accounted for. To avoid delays, the new provider needs to submit a
Request for information
(
RFI
) form to TELUS. Sometimes this process is skipped by the new provider since the new provider incurs a charge to process the RFI request.
Note
: If the service is on contract,
Termination Liability Charges
(
TLC
) may apply, if the number is ported out before the term of the contract.
Common issues
The new provider of services has not initiated the Request For Information (RFI) from TELUS as part of the port-out process.
Customer to confirm new provider has requested RFI information as part of port-out process from TELUS.
The business name and/or service address do not match.
To ensure the correct spelling of the business name and service address, provide a copy of the TELUS bill to the new provider.
Not all services and/or numbers on the Billing Telephone Number (BTN) account were listed, leaving stranded services.
For a port-out request to be valid, all numbers (active, ADSL, DID’s, etc) on an account need to be listed, including instructions as to what action is to take place to each number NOT being ported (e.g. cancel, retain under new BTN number, etc.).
In summary, customer delays and issues associated with a port-out request from TELUS can be alleviated by providing a copy of the TELUS bill to the new provider and having the new provider submit an RFI form to TELUS.