How to avoid paying for 30 days of service when porting a Rogers/Fido mobile number in Canada

TL;DR: When you port a mobile number from Rogers or Fido, they try to charge you for 30 days of service beyond your port date. Here’s how I avoided paying this “port fee.”

This is a longish post, but I’m hoping it’ll be helpful for anyone who’s planning to port their number from Fido/Rogers, and wants to save a few bucks.

Recently, I ported my mobile phone number from Fido to voip.ms. When I called Fido to verify that there was nothing on my account that would prevent a port, they told me I’d have to pay for 30 days of service after my number was ported. Here’s a transcript of my online chat with Fido representative Jennifer:

FidoANSWERS! Hello Daniel Misener, my name is Jennifer, and it will be my pleasure to assist you today. Please allow me a moment to answer your question. Thank you for your patience.

Daniel Misener says: Hello, Jennifer.

Jennifer says: I’m sory to hear you are thinking of leaving Fido, may I ask why ?

Daniel Misener says: I’m leaving the country, moving to France, and need to port my Canadian number to a VOIP service.

Jennifer says: To answer your question, you have no active contract, therefore there would be no penalty if you ported out your number. You would be charged 30 days of service however.

Jennifer says: I see!

Daniel Misener says: Why would I be charged 30 days of service?

Daniel Misener says: If I port my number, after the port is successful, shouldn’t the amount I owe Fido be pro-rated?

Jennifer says: This is part of your service agreement with us, we ask for 30 days notice to terminate your service.

Daniel Misener says: May I give my notice now?

Daniel Misener says: With an end date 30 days from today?

Jennifer says: With a port out, the notice is the port itself. It would begin on the day the number leaves Fido.

Daniel Misener says: Right. My question then is, if I give my cancellation notice today, then port the number before the 30 days are up, will I still be charged 30 days after the port? Or 30 days after today?

Jennifer says: You cannot give your notice today and port your number because if there is a scheduled deactivation, your number will not be able to be ported. So for porting, the port itself is the notice and the 30 days start from that day.

Daniel Misener says: That’s a shame.

This, of course, seems crazy. Why should I pay for 30 days of service that they’re not actually delivering? Some quick Googling turned up this RFD forum thread, and this post at RogersWatch, which explains how to avoid paying for these 30 days. It seems that the CCTS (The Commissioner for Complaints for Telecommunications Services) has recognized this 30-day “port fee” as an issue. If you complain to the CCTS, you can avoid paying. RogersWatch’s advice:

  1. go ahead and do your port whenever you darned well feel like it
  2. after it’s all done promptly call Rogers and tell them to reverse your 30-day fee because you ported out, or else you’ll just file a complaint with CCTS about it (and CCTS will force Rogers to reverse the charge if you file a complaint)
  3. if Rogers doesn’t co-operate then either escalate to OoP or CCTS (I recommend CCTS) per this Rogers complaint escalation flowchart

So then, after my port was completed, I called Fido, asked them to reverse the charges. When the Fido representative said she couldn’t, I went to the CCTS website and registered a complaint. It’s simple, and only took a few minutes. For reference, here’s my complete complaint:

Details of the contract dispute: I ported my Fido telephone number to a VOIP provider. The port became active on January 3, 2012. I telephoned Fido on January 3, 2012 to confirm that there would be no further charges on my account. The Fido representative (“Molly”) said that I would continue to be charged for 30 days of service beyond my port date — service that I would not receive, a sum of ~$44.

Date the contract began: [I left this blank]

Date the contract terminated, will terminate or renewed: 2011-12-28

Date you became aware of the dispute: 2012-01-03

What steps did you take to resolve the matter with your TSP? I asked the Fido representative (“Molly”) to reverse the charges internally, as I should not have to pay for services that I will not receive.

What did your TSP say/do? The Fido representative (“Molly”) told me that she could not reverse the charges. I informed her that I would make a complaint to the CCTS.

What do you consider to be a reasonable resolution to your dispute? A reasonable resolution would be for Fido to reverse the charges, so I am not paying for service that they are not delivering to me.

Other organization? [I left this blank]

Two days later, I received an email from the CCTS, confirming that they had received my complaint, and that it fell under their mandate:

Re: [CASE NUMBER]

Dear Daniel Misener,

Thank you for contacting the Commissioner for Complaints for Telecommunications Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services.

We have received your complaint [CASE NUMBER] and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code (the “Code”), which can be found at:

http://www.ccts-cprst.ca/en/documents/procedural-code

We encourage you to review the Code so that you are aware of the complaint resolution process as well as your rights and responsibilities as a customer.

In accordance with Section 6.5 of the Code, we have forwarded your complaint to your telecommunications services provider (TSP). Pursuant to Section 6.6 of the Code, your TSP is to:

a) within 15 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the TSP objects to the complaint on the basis that in their view, it should not be investigated pursuant to the Procedural Code or any other lawful reason;

b) within 30 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the complaint has been resolved to the mutual satisfaction of both you and the TSP; or

c) within 30 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the complaint remains unresolved and of the TSP’s intention to file a written response thereto.

In the event that your TSP responds that the complaint has been resolved to the mutual satisfaction of both you and the TSP and you disagree that the matter has been resolved, you must advise CCTS within 20 days of your TSP’s response.

If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.

CCTS
P.O. Box 81088
Ottawa, ON
K1P 1B1
1-888-221-1687

Please ensure to retain this correspondence for future reference.

Sincerely,

CCTS Assessment Team

The following day, an email from the Office of the President at Rogers:

Dear Daniel Misener,

This e-mail is in response to the incident that was referred to us by the Commissioner for Complaints for Telecommunications Services (CCTS) [CASE NUMBER]. First and foremost, we would like to thank you for taking the time to share your observations with us. Feedback from customers is always appreciated.

In response, we would like to clarify that according to Fido’s Terms and Conditions, which govern all services provided by Fido explicitly state:

“…you may terminate any or all of your Services upon no less than 30 days’ advance notice…” and “… Applicable charges continue to apply until the end of the notice period or until the Services are no longer accessible by you, whichever is later. The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s)…”

Should you wish to consult the Fido Terms and Conditions, you may do so via www.Fido.ca or on the abbreviated version on page 2 of every Fido invoice. Please note that this is a common practice amongst Canadian carriers, as such it may be an applicable condition for your new service provider as well.

A review of your files reveals that Fido has received notice of your cancellation on January 3, 2012 upon the transfer of your telephone number to another telecommunications service provider, as such the 30 days notice period applies as of this date. We were thus unable to find any billing errors. Notwithstanding the above, in view of finding an amicable resolution Fido is prepared to offer the following:

  • As a goodwill gesture credit $44.44 which represents the monthly service fees (taxes included) to be charged on your final invoice.

Your final invoice will be issued in date of January 14, 2012. Any usage fees above and beyond your monthly service plan remain legitimate

It is understood that the above option was offered in the sole optic of finding an amicable resolution, is without prejudice and in no way constitutes an admission of liability on the part of Fido.

We consider the above incident resolved.

And the same day, another email from the Office of the President at Rogers, addressed to the CCTS, cc’ing me:

Dear CCTS,

Concerning the CCTS complaint number # [CASE NUMBER], we have contacted Daniel Misener by e-mail and successfully reached a satisfactory resolution by applying the requested credit as a goodwill gesture (monthly service fees of the final invoice).

Should you or our client have any further questions please do not hesitate to contact us.

I also received an email the same day from Fido — an “account change confirmation” detailing the charges on my account that would be reversed.

So then, it seems that the advice from RogersWatch is solid: Port your number, and once the port is completed, call Fido/Rogers to request that the 30-day fee be reversed. If they don’t cooperate, complain to the CCTS. It worked for me, and it was an easy way to avoid paying $44.44.

Filed under: Canada

Tags: , , , , ,

Comments

  1. Jess Whyte says:

    Clap clap clap

  2. Tony says:

    Good story. Is this a service you will still use when you return or does it only make sense for your particular situation?

    • Dan Misener says:

      For us, voip.ms is simply a good way to "park" a phone number so we don't lose it while we're away. When we get back, I'll port it from voip.ms to someone else, I'm sure.

  3. amy says:

    Brilliant. I will definitely be trying this soon.

  4. Jared says:

    Does this apply to all carriers or just Rogers?
    Since I have the exact same problem but iam with Virgin mobile and ported my # yesterday and found out Virgin is going to charge me for 30 days from yesterday. My monthly bill is just under $100. And i def dont want to be charged that for no service provided.

  5. K H says:

    I was billed for 30 days of service after I ported my number out too and I contacted the CCTS, just as this post had recommended. Filling out the form was easy and quick. Within one business day I received an email from the CCTS that they’ve received my complaint and the very next day I received an email from Fido Solutions (the person’s title was Advisor -”Office of the President”) telling me that they’ve credited the owing balance. I’m really surprised that this worked and really happy this is resolved. Thanks to Dan for this post and thanks to CCTS for the help!

  6. Dmitry says:

    Beautiful. Thank you very much for writing up a detailed explanation for this. Also, I can’t believe this doesn’t turn up on Google until 3-4 pages into the results.

    • Dan Misener says:

      Hope it was helpful.

      Re: where this appears in Google results — good question.

      It’s long overdue, but I just changed my permalink structure to generate more SEO-friendly URLs. Maybe that’ll help.

  7. Nhi Tran Le says:

    Thanks for your details. Got my money back today :)

  8. Henry says:

    How did you guys address this note from the CRTC?

    “If it’s your residential phone, you may not have a contract for local phone service. If you don’t have a contract, you can cancel your service anytime.

    However, if you reside in a competitive area, where the terms of service are no longer regulated by the CRTC, you must communicate with your service provider to cancel your telephone service. Cancellation takes effect 30 days after the date you contact your provider. You will be charged and be responsible to pay the applicable charges for that 30 day cancellation period.”

    Source: http://www.crtc.gc.ca/eng/faqs.htm
    Scroll down to this section labeled: How do I get out of a contract with a phone company?

  9. Henry says:

    I just called them twice, ready to demand that the 30-day billing of “dead air” time be reversed.

    Me: Could you tell me more about this policy?
    Sherif: Yes. If you cancel, we will charge you 30 days after you give us notice.
    Me: If you look up my file in your system, you’ll notice in early July I called and requested a port over and was —
    Sherif: Okay okay. You have a zero dollar balance, okay??
    Me: What?
    Sherif: No charge to your account. zero dollars
    Me: Great! Could I have a confirmation number of this conversation?
    Sherif: Yes, it is [confirmation number]

    Basically this guy didn’t feel like dealing with me so he just let me win. I really did give advanced 30 days notice (not in writing) that I’d be cancelling my service.

    Anyways, just wanted to reassure visitors on this site that, although as a customer you’re binded by their terms of service which states you must provide written notice to end service, and the regulations outlined by the CRTC, you can still recover these funds by complaining. Call and bug the hell out of Rogers about this! It’s cheaper for them to just pay you out than the intangible cost of dealing with your escalating problem.

  10. Ryan says:

    I just had this very thing told to me today by a Fido “supervisor” it is EXTREMELY refreshing to have people like you posting your situations, especially when it helps the consumer! I will follow up with my results.

  11. John says:

    Hi,
    so I do not have to give my current carrier 30 days notice but just go to my new provider, port the number and then when it is done call them to tell them not to charge anything anymore?? The “30 days notice-clause” in the contract does not count? Thanks I am dealing with it right now. And I read that as soon as I call my current provider to have my contract cancelled they freeze my number so I cannot port it anymore.
    Thanks

  12. Michelle says:

    Did anyone try to do this while still in a contract? We’ve just been told that by moving to the states we’d have to pay $400 per phone to cancel them. If I can VoIP it and avoid those fees that would be awesome!

  13. RL says:

    Hey. Here is an alternate suggestion. (more of a question, cause I’m not sure if it works… would like to hear what you think).

    User has completed his contract with Fido. User is on a $40/month plan.
    User wishes to transfer his/her number to another carrier.
    User calls Fido and finds out that he has to pay for an additional 30days.

    So user asks to be downgraded to the pay-as-you-go prepaid plans. In particular, ask to be transferred to the ’30cent anytime’ plan.
    This plan has no monthly fee.
    Then call Fido 24hours later and cancel service.

    In this situation, they wouldn’t be able to charge you anything because there is no monthly fee on this plan.

    Let me know if this is flawed in anyway.

    thanks

  14. AJ says:

    Hi, I ported from Fido and filled in the CCTS form.
    I just checked my voicemail and I have a message from someone in the Presidents Office to call them back. I’m nervous because I’m not an aggressive person. To be honest I was hoping this would be solved via e-mail. I don’t want to cave-in because I really feel it is not fair to charge for airtime that I cannot use!

    Wish me luck. I hope I don’t get bullied over the phone.

  15. Jason says:

    I tried this with Bell and they will not reverse the charges. I filed my complaint with CCTS and they still refused to reverse the charges so I guess it depends on what cell phone company. Wondering if I should just let it go to collections out of principle. I can’t believe they are allowed to do this legally? There is no way to port your number without paying for an extra month that you do not use?

  16. Marko says:

    I hate Rogers… was attacked by a cable installer I caught up on the roof on my home… he was up there stringing a wire over to a neighbors home… a temp hookup. I told him I didn’t want this black wire run over my home… attached to my gutter.. they did this without even asking me! Then the guy got all physical with me telling me he could do as he please. I’m sick of Rogers and these stupid pricks that work for them. I’ve cancelled all my services but want to port my cell number that I’ve had for 21 years to voip.ms. I can then send my calls anywhere from there. I just did the port as it’s only $10 on special at voip.ms. I’m just waiting for Rogers to cause problems… now I know have to fight these stupid A-Holes!!! thanks for the help.

  17. Patrick says:

    I’m glad I found your blog. I filed a complaint via CCTS against Fido and it worked. My 30 days bill was waived. Thanks!

  18. Rod says:

    Thanks for this. I just filed a complaint with CCTS after a very polite Rogers service rep admitted the 30 day cancellation “notice” is a defacto number porting charge.

  19. Wendy says:

    Hi I had a very long conversation with Rogers billing about this issue. Too bad I did not find this blog first before I started yapping at them ( have to talked to 3 people). The last person I’ve talked to probably felt really bad and gave us $65.00 credit ( our monthly fee is 80.00) . It is not too bad but it still sound ridiculous to get charge for something you did not even use.

  20. ash says:

    hi
    i had a talk with rogers as i wanted to port my number to a different carrier,they told me if i give them a 30 day cancellation notice,then the porting cannot take place within those 30 days,as the system wont allow give away the number to a different provider,is this true,i was thinking give them a 30day cancellation notice and use the service of maybe 25 days and then port it to a different provider,pls leave comments as any small help would be greatly appreciated,i dont like to pay these guys 30 days for free,

    • Dan Misener says:

      To recap:

      1. go ahead and do your port whenever you darned well feel like it

      2. after it’s all done promptly call Rogers and tell them to reverse your 30-day fee because you ported out, or else you’ll just file a complaint with CCTS about it (and CCTS will force Rogers to reverse the charge if you file a complaint)

      That’s it. There is no need to give Rogers advanced notice of any kind about your port.

  21. Class says:

    I just filed a similar claim against Koodo. I will let everyone know how it turns out.

  22. Kirsten says:

    Same story here, billed for an extra month when I switched from Rogers to Telus. Filed my CCTS complaint about Rogers in mid-November, and just received the credit a few days ago. Rogers has up to 30 days to respond to your complaint, and I got my call on day 29. Sounded like they’d already made the decision to credit me before talking to me, so I think this is a common occurrence. I spoke with someone from the president’s office who presumably handles these CCTS cases, and who sounded brighter and more competent than the regular support line staff… if people like that actually worked in routine customer service, I might not have left Rogers in the first place!

  23. bell says:

    Hi, I just ported my number from Fido to another carrier 2 days before the billing cycle ended. However Fido still billed me for the next 30 days of service. I phoned Fido that I already paid up till the billing cycle but the Fido rep said that I still owe them the port fee if I wanted to completely terminate my account without an outstanding balance. I said I would file a complaint to CCTS, the Fido rep said, suit yourself!! Since most of you were asking for reversing charges and my case is not paying an extra month of dead air. I am not sure CCTS would consider my case.

  24. Val says:

    Thank you for this article. I followed your steps and successfully resolved the issue with Rogers. Now I am Rogers free!!!!!!!!!!!!!!!!!!!!!! which is the best part!

  25. Rain says:

    Just yesterday I decided to switch providers from Rogers to Fido, as they had a better plan for me. Instead of taking my number with me, I had to get a new number because I couldn’t get a hold of Rogers (phone had a +10 minute wait, waited in line at the store for 20 mins before giving up, AND I couldn’t access their shitty website.) So, since I got a new number, I called Rogers today to cancel my number with them and was informed about this ridiculous 30 day notice thing. I was offered a better plan than the Fido one, so I just decided to stay with Rogers since I could cancel my Fido under the 15 day buyer’s remorse. They’re still charging me the $35 activation fee though. I just got back to Canada after living abroad for 2 years and it’s simply shocking how crooked the phone companies are here. How is this allowed to happen?

    I guess my question… would this method work with just a cancellation and not porting my number?

    Thanks for the post!

  26. Ray says:

    I am in the exact same position (porting from Rogers). I went ahead and ported my number and Rogers insists on charging me the 30 days cancellation fee. I complained through CCTS but Rogers never followed-up. I escalated the complaint to the president’s office and waiting to see what will happen next. I also notified CCTS about Roger’s lack of response.

    I think complaining to CCTS is not a guarantee for resolving the issue, or at least it wasn’t for me so far.

  27. ab says:

    I just got a letter back from the President’s office of Fido and they said they would not do anything either. They provided a link in their email to the cancellation policy.

    • Sidney Lee says:

      I just got the same email from fido. Did you take any further steps? I wrote another email back stating that they couldn’t charge for service that didn’t exist, since the fido sim card was deactivated right away once the number is ported. Even if I was to continue to use the service by fido, it’s impossible. Therefore they should refund the extra charges. Don’t know what they’ll say about it.

  28. Geoff says:

    I didn’t read all of the replies, but found another way around this. Fido was billed automatically to my credit card and the credit card company can’t stop payment, but you can call Fido and tell them to stop any more charges on your credit card. I was given no grief over this. After that point they can send you bills, but they can’t make you pay them. You can expect some threats, but cell phone companies can’t affect your credit rating.

    • Jody says:

      Re: “cell phone companies can’t affect your credit rating.”

      This is not true.

      It might be ok for Fido, but Bell Mobility reports to Equifax. Late/missed payments to Bell will definitely affect your credit rating.

  29. sailor says:

    Thanks for the information! I followed the same way you did, and resolve it within 2 weeks. Rogers just called me and refunded the extra charge.

  30. Dan says:

    These people are common thieves. Taking money that is not theirs.

    I hate Rogers, I am leaving them today. Funny thing when you talk to their people on the other end of the phone, they can see how upset you are, and get all offended like they aren’t doing anything wrong.

    Screw em.

  31. Jody says:

    A tip –

    When you port your number, have your cell phone plan stripped down to the bare minimum. Remove all the extra features and switch to the cheapest plan possible.

    I did this for an old cell phone and my 30 days of dead air cost ~$20 instead of the regular $40/month.

  32. Samantha says:

    This worked for me too! Rogers also tried to charge me a $90 cancellation fee (despite my contract being over) so I had to track someone down to reverse that. Then when I asked my final outstanding bill minus the porting fee, they told me the outstanding bill PLUS the porting fee and tricked me into paying the porting fee. Infuriating. However, CCTS did their magic and Rogers is issuing me a $78 cheque and called me personally to let me know a formal complaint was put through regarding the CSR who lied to me. Glad to see this all wrapped up and thanks so much for your clear instructions!

  33. Mickey says:

    Thanks for this..I just stumbled upon this site. In my case, I went to the Rogers store and they said there is no charge for porting the number neither is there any 30 day waiting period once the contract is over..so I went to the Virgin store next door and ported my number. But of course, to no surprise, I was charged the next month for 30 days..one phone rep said there is 30 day rule, next time i called the rep said no such rule, 3rd time i call the rep said yes there is a rule..INCONSISTENT !! finally the 4th time the rep agreed to give credit..but i don’t see it as yet..so I am on the phone again (sigh) to follow up…glad to be outta Rogers..and hello Virgin

  34. greg says:

    glad to see you guys are fighting back.Most people let it go and this is why they continue this theft. The main thing is to never quit bugging them, and call again and again and eventually you will find the new guy who will end up doing what you need.

  35. Costa says:

    This is an example of extremely rude telecom businesses.
    Telecom companies are ripping off customers. This is OBVIOUS.
    90% customers just paid this money and never contacted CCTS. However if they do, they can get small prize :-)

    OK, CCTS Anual Report 2009-2010, pp.29-30 consider this situation absolutely clear.

    The question is why??? Why telecom companies continue to rip off customers ignoring CCTS’s documents??? Why customers have to contact CCTS every time they have such problem? Why nobody (including CCTS) are able to stop this fraud in legal sense (through the court)???

  36. Jack C says:

    Glad to see there is a back door solution that is working for some, but it does concern me that the efficacy of the solution seems to depend on the mood/disposition of the agent responding to the complaint. I note that even in cases with a successful outcome for the (former) customer, the telecom is quick to identify it as a goodwill gesture that does not set any sort of precedent. Responses seem to indicate the company may credit you to make you go away, but they reserve the right to screw the next guy and to give him a different response.

    It’s obvious to me that telecoms see this 30-day billing charge as a consumer “penalty” for switching providers and to mitigate against perceived losses incurred when the CRTC mandated number portability.

    It’s also interesting to me how quickly telecoms are to cite this as a “common practice” among providers. In my head I’m hearing a kindergartener with a whiny voice complaining, “Everyone else is doing it!” when caught doing something wrong. Collusion, anyone? If everyone is guilty, then no one is guilty.

    Telecoms seem to like to cite the service agreement and the terms listed on their respective web sites. All well and good. Why hasn’t a court somewhere in Canada declared this obviously unfair and exploitative business practice as being “of no force and effect” even if written into a service agreement? Is it possibly nobody has yet taken this matter to court? Or is it that the telecoms are too powerful and have crushed the little guy in court with armies of lawyers and made pursuing the matter cost prohibitive, even for a class action? Someone (well funded) really needs to be a Don Quixote on this and push the matter in court.

    It also seems to me that there is a simple fix if there were political will to make it happen. The CRTC mandated local number portability in 2007 over the objections of the big cell service providers. Could the same regulatory authority not also be used to mandate an end to this practice. A simple solution would be to create a regulation stating: “Providers are not permitted to block portability for wireless numbers upon termination of a service agreement. A wireless number must be reserved for the use of the last registered owner for up to (put in whatever time frame — 60 days, 90 days, whatever) and ported promptly upon receipt of the appropriate request of the new provider. If the number is not claimed by the last registered owner within that time period, it may then be recycled or terminated at the discretion of the original provider.”

    If the CRTC simply mandated a window to claim your number after cancellation and ended the practice of “freezing” portability upon notice of termination, all these complaints would be moot. Of course, the big guys would all spend a lot of money lobbying against such a move, but they did with number portability as well, and it happened anyway.

  37. Costa says:

    The story… The end… The conclusion…

    I’ve submitted complaint to CCTS regarding “30 days cancellation policy” of Virgin Mobiele.
    Virgin Mobile did not bother themself to provide ANY comments regarding to my complaint. CCTS replied with the next explanation:
    ___ Beginning of cite ___
    We have discussed the number portability in our 2009-2010 annual report (here is the link:
    http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf)
    and have expressed our concern on the matter.
    As the report provides, we have strongly suggested that “…the industry to find a solution that does not require consumers to pay two providers for the same period when only one is actually providing the service. This would achieve the objective of allowing customers to switch service providers without “unwarranted cost or inconvenience”.
    However, our Procedural Code (“Code”) does not permit us to Recommend that these changes
    be made. It only permits us to determine whether the provider in question reasonably performed its obligations towards its client.
    ___ End of cite ___

    It means that CCTS in fact is absolutely useless organization. TS providers are just able to ignore “opinions” drown by CCTS. So that customers should relay for the good mood of TSs providers.
    From my experience, I can advise NOT to deal with Virgin Mobile and other Bell associated companies. They have very well developed and extended hidden fares practice. Canadian government just closes their eyes and does not want to see that.

  38. An says:

    Hi Dan. I want to thank you for writing your blog post. Because of your article, I have now also successfully closed my CCTS complaint with Rogers. Rogers has reversed the last 30 days of charges after my number had been ported over to another provider. It’s an undermining tactic that’s bad business practice, even though it’s touted as being “standard in the industry.” I hope more Canadians wake up and read this and complain to the CCTS. Well done Dan!

  39. Stella says:

    Oh my god! thanks sooooooooo much for posting your experience!! I have the same situation with you except that I have a four more months contract with Rogers. I called Rogers today to say that I shouldn’t be paying the fee of May (around 60 dollars) bc I ported my number out to Bell since May 1st, and I have already paid for the cancellation fee to end to end to contract with Rogers. And they insist that I should be paying. I got frustrated and I googled and found your article!! I called again and telling them I will be complaining to CCTS and the guy there hesitate for a little and told me to on told and he would talk to his manager. After 10 mins, he told me his manager says that they won’t charge me for the month anymore. I wouldn’t be so confident and talk to them like that if I didn’t read your article!!! A million thanks to you for saving me 60 bucks!! Everyone should be reading this if the encounter the same situation!

  40. Tom says:

    Dan,
    Thanks for this blog post. I successfully filed a complaint with the CCTS against Cogeco. A guy just called from the Cogeco office of the president to inform me that they’d be crediting my account for the charges back to the port date. Believe it or not, he said it’s their policy to do this in the first place!
    Just wanted to add this comment here in case any Cogeco (ex-)customers are looking for a success story.
    Thanks again.

  41. Susan says:

    Rogers is telling me that this complaint process doesn’t work in Ontario – just Quebec.

  42. Tim C says:

    Hi Dan,

    Thanks for your post. I was wondering when Fido was forced to give you back your money, how did they do it? Was it by cheque or by crediting your account? What if you paid off everything in your account already and Fido owes you money, how do you get your money back then?

  43. Sidney Lee says:

    I’m in the same situation. Filed a complaint with CCTS and just got a reply from Fido saying that they refused to reverse the charges since it’s clearly listed in their terms and conditions. I wonder what else can I do?

  44. Sidney Lee says:

    Want to give you guys an update. Just got a call from ccts saying that they can’t do anything about it as it’s stated in the terms and conditions. The file is now closed. That means I still have to pay for the 30 days charge. I guess consumers can never go against big companies. Sigh……

  45. mario says:

    i filed my complaint against rogers today after a long conversation with their management team.
    i will let u know what happens.

  46. mario says:

    i filed my complaint against rogers today after a long conversation with their management team.
    i will let u know what happens. hopefully it will worked
    they ripped me off badly

  47. Andy says:

    Very effective method! Strang to say, why don’t FIDO or Roger modify their unreasonable policy officially, instead of being complained in this way and then being forced to turn back to end users?

    You know, the telephone representive said everyone porting out from FIDO must be charged one more month, that is compliant with the bylaws outside Quebec before I appealed to CCTS.

  48. Patrick says:

    Would this work in avoiding the 30 day charge after porting-out to another wireless provider? This is assuming your contract has been fulfilled.

    1. Contact your current wireless provider and provide a “cancellation date” of 30 days from the current date.

    2. Before the account with the current wireless provider is scheduled to be cancelled, begin working with the new wireless provider in setting up a new account.

    3. Port-out to the new wireless provider on the day before the account is cancelled by the original wireless provider.

    In this scenario, I would be curious to see if the incumbent wireless provider will honour the cancellation date you provided or will the “null and void” the cancellation once they receive the port-out request.

    If the latter case, you can still file a complaint with CCTS to get the 30 day of service charge refunded.

  49. Guido says:

    Well, I’m in the process of porting from Fido to Wind. I just called Fido about this and I CAN give 30 days notice without freezing my number. And I’m starting to fear that this is now their way out of complying with the CCTS. I can now technically give a proper 30 days notice AND still be able to port my number.

    I was planning on switching between now and the end of the weekend. I think I’m still gonna go ahead and do it and then file with the CCTS but I think I might change the plan to a barebones $10 plan just before I do.

  50. zkmoonea says:

    So just a heads-up for you guys, I followed this instructions, and a manager of Rogers contacted me after I filed a complaint to CCTS. She said “A call to a rep indicating futuring porting is a signal to stopping incurring unnecessary charges” and “the rep I contacted didn’t note it down for the system to record”, so she confirmed this, which is opposite to what the rep says in this blog(porting itself is a signal, and thus will incur charges for one extra month after the porting process = “charges inevitable”).

    So, guys BE BRAVE, AND WHEN YOU CALL ROGERS, TELL THEM YOU WILL BE PORTING AT WHAT TIME, AND THIS IS THE 30 DAYS OF NOTICE!!!!

  51. John says:

    I have just been through this process with Rogers and they made it very difficult. I had to call twice in order to get customer retentions to add a note to my file as a notice of porting. When I ported out almost 30 days later they charged me for 30 days of service anyways. I had to call the get the charge reversed and I was on the phone for 40 minutes before they accepted to credit me. I was offered a 15% discount on my cable bill for 1 year, which I declined, and then offered a $20 immediate discount, at which point I said ‘so you’re offering to only steal $70 of my money instead of $90′…a comment that was met with silence. I ended up talking to retentions after threatening to cancel my cable too and they immediately credited my account.

    YOU HAVE TO FIGHT THEM FOR IT!

  52. Corbett says:

    I have done the same process and got my money back. I did have to speak with the “Advisor, Office of the President” and thankfully I had called in 30 days prior. She kindly informed me that the date starts on the port date and not the call date however she in the end agreed to refund the charges.

    I can’t believe the CRTC allows this to happen. Companies of this size don’t need 30 days notice for service cancellation. It should be criminal to charge someone for services not in use.

  53. John says:

    Just switched to Bell this last November 29th. Then I got an email (I opted for online billing) and I got charged by Fido for the supposedly last bill. I’m not able to log-in which is weird since I technically have this “bill” that I am not willing to pay since I already switched to another provider. I called Fido about it and told about filing a complaint on CCTS. I hope this works. I don’t want to pay anything, especially since I am not using Fido anymore.

  54. NK says:

    This method worked for me recently with Rogers. Saved $70. The process was pretty well the same as described, but in my instance, I received a phone call from “The Office of the President”. They informed me that Rogers, as of December 2, 2013, now allows you to give them 30 days notice PRIOR to porting your number. You let them know that you will port your number on whichever date you want (30 days in advance) and they will stop service on that day when your other service provider kicks in. I can not confirm that it is actually that easy, but it is what I was told.

    In any event, as a token of good faith, they refunded me my $70 and were actually quite pleasant about it.

    Thanks!

  55. Martin says:

    Hello Dan,

    Thank you for the post.

    Wanted to ask if this same policy applies when you transfer your internet from Rogers to another company?

    I do not have a contract with Rogers on the internet. Will it still be responsible to give them 30 days just like they do for the phone port initially.

    Thanks

  56. KJ says:

    This method worked for me with Rogers. Saved $92. The process was pretty well the same as described.I received a phone call from The Office of the President today informed that my bill for month of january been waived . i have a $0 balance with rogers.
    I am happy with result.

  57. Glen says:

    My favorite way to avoid having to pay for 30 days after port-out — contact the company you want to jump to and ask them to submit a port request right away with a due date of 30 days in the future – takes 10 minutes to a few hours for the confirmation to be received from your current provider — call them up and give your 30 days’ notice. they can’t block the port once its confirmed unless it expires after the due date

  58. Kevin says:

    Worked for me on Rogers – March 13, 2014. Saved $80. Thanks for sharing!

  59. Leona says:

    Hi Dan -

    Thank-you for sharing your experience. This method worked for me and was pretty much how others have described their experience. Saved me ~$65.00.

    Thanks!

  60. Vitor says:

    Wow thanks for sharing this, I had the same horrible experience with Fido. They told me there is no way to not pay the 30 days after porting to another provider. This is absurd, and I will definitely remember this next time I consider contracting another service from them or recommending it to people I know. Fido and Rogers, never again!!!

  61. Setsuyo says:

    Dear Dan,

    This method still worked clearly for me with Rogers, and saved $98. Thanks a lot.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>