Retrieving deactivated number from chatr

[Kay123]

I recently ported a bell number to chatr and had my service active for one month. Due to missing my payment, they canceled my account on the 58th day from when I first switched over to chatr. When I tried to top up my account on the 59th day, my number was no longer available. I've had this number for 14 years and have so many personal & business things attached to it. I'm currently on maternity leave and i completely forgot to make a payment since that number was mainly used for work and I'm.currently not working. Chatr claims they can no longer access the number or retrieve it and I'm hoping rogers would have more authority over retrieving the number! I really appreciate any help or support please!

[57]

1. It is unlikely that Rogers will assist with a Chatr issue, despite the ownership. I suggest you try someone else at Chatr, or go into a Chatr store, or a Rogers Store that handles Chatr.  Call the store before you go and make sure you take two forms of ID with you, at least one with a photo.  The number should not be "gone" since it goes into "limbo" for a few months depending.

2. If you're missing your payments, you may wish to consider going on AutoPay, which also provides you with some bonuses.

3. If you're able to login to your account at Chatr, try the "Contact Us" email or whatever. I found them very responsive when I had a question.

[LordDrakkon]

When you port a number in, that number remails with the carrier you ported in to until you wither change your number or until your service for that number ends without it being ported. Then that number reverts to the original cardier that is authorized to issue the number because that us a part of the block of numbers they can issue. The same applies to postpaid and prepaid numbers. There are nimbers that are only available for prepaid plans and numbers that are only available for postpaid. Porting can move them around but they always revert back to the original carrier and plan type when that number is no longer tied to a service.

[Kay123]

Thank you for your response. I've spoken to 3 different agents at chatr via email and none are able to help me retrieve my number. I've called several chatr locations and they are also unable to help. Unfortunately there is no phone number to speak to someone. I've called rogers and they have no access to the number since it is with chatr. I did call bell and they see the number in their system however are unable to assign it at this time and mentioned they should have access to it after 90 days of being inactive with chatr and even then this is not a guarantee.

[Kay123]

Thanks for your response. Bell does see the number in their system however can't assign it at this time. They mentioned numbers being ported back to them after 90 days of being inactive however I'm not sure when the 90 days would start in my case. It could be 90 days since my account didn't get a payment or 90 days since they deleted my account? Anyways thank you for your response.

[RogersMaude]

Hey @Kay123,

Welcome to the Rogers Community! I totally understand the importance of retrieving the phone number you've had for years.

Have you tried to bring this up to the attention of a chatr representative? 

To contact them, go online at chatrmobile.com/contactus or call 1-800-485-9745. They are available on Weekdays: 10 a.m. – 8 p.m. EST

I'm confident they'll be able to further assist you!

RogersMaude

[Kay123]

Thanks for your response. Unfortunately Chatr is unable to help and since November 2024 they no longer have live agents to speak to over the phone and has to be done via email. I've emailed Chatr and spoke to 3 different representative and none can help. They claim since Chatr is a prepaid service that they don't have access to  numbers once it had been inactive. This is a very sad a disturbing situation for me. I'll have many financial losses over this and I'm very disappointed in Chatr and their services and lack of support. An email warning regarding the cancellation would have been very beneficial for both the customer & provider. Ultimately I should have never switched my services to Chatr.

[57]

@Kay123 : Did you try going to a Rogers/Chatr store, as mentioned in point 1 of my previous post - link below?

https://communityforums.rogers.com/t5/Account-Support/Retrieving-deactivated-number-from-chatr/m-p/5...

I don't know how convenient that is for you.  You may need to make payments to cover the time since deactivation.  If that doesn't work, then you may need to wait until the number is "available" for another provider and "port" it to that different provider - somewhat risky.  I'm assuming they can't port at this time, per your previous Bell discussions. 

What if you try Fido prepaid or Rogers Postpaid for porting?

[Kay123]

I did go to a rogers/fido/chatr store and they were no help. I've also called rogers and they have no access to the number since it's with chatr. I've hit a road block and my only option at this point is to reach out to bell for the next couple weeks to see if the number is available before it gets assigned to someone else.

[57]

hmm.  I find it quite odd that Chatr will not reinstate your account if you pay what's owed.  I can certainly understand them deactivating if you don't pay, but if you pay what's owed (to today or the next month), they should reactivate your account/number.  Do you have any "credit history" that you're not telling us?  What if you offer to go on AutoPay?

Did you ask an open-ended question like "what can I do to reactivate my account?"

If you are at a dead end, you may wish to PM the mods on this forum to see if they have any "leverage" or additional suggestions.

This all sounds very strange. You could try contacting CCTS.

[Kay123]

I have amazing credit and only switched to chatr due to not working and being on maternity leave. I was trying to save some money. This was the last response I received from Chatr

"Being a prepaid company, our system does not allow us to select a particular number. For this reason, once a number is released, we are not able to get it back. In order to continue your services with chatr, you will need a new SIM and new number."

[57]

Sad...