Switched from Cityfone to Rogers but number hasn't been ported

[Susiey]

Hello,

I called Red Wireless to switch from Cityfone to Rogers and they said it would be easy. I got a new sim card set up with a temporary number.

It's been some days no with no switch. I've called Red Wireless and they say call Rogers. I call Rogers and they say call Cityfone. Calling Cityfone says call Rogers.

What am I supposed to do?

**Labels Updated**

[Pauly]

The number porting can only be requested by your NEW wireless carrier.   City phone is your old wireless carrier, Rogers is your new wireless carrier.   Red Wireless is not a carrier, they might be some kind of dealer for rogers, but Rogers is the company your service are with not Red.

You would call Rogers Wireless, and Request to PORT your existing number from City phone, provided you did NOT cancel it.  it needs to be "active" to port it not cancelled

[Susiey]

This doesn't make any sense. Rogers owns Cityfone and folded them under the Rogers Wireless brand. They ARE my old and new wireless carrier.

[RogersMaude]

Hey @Susiey ,

We appreciate you took the time to post about your recent experience and bring this up to our attention.

We'd like the opportunity to take a deeper look into this. If this has yet to be resolved, please send a private message to @CommunityHelps, when you have a chance.

By discussing privately, we'll complete the authentication process and gain access to your account, so we can get a better understanding of the situation

To learn how to send us a private message, click here. Thanks!

RogersMaude

[Susiey · Accepted solution]

I resolved this by calling Rogers customer service and asking for the call to be escalated. I spoke to a kind lady about my issue and she said she would take down my information and e-mail it to Cityfone. She said it could take a week for a response and to check my e-mail and not miss any calls. 

I got a call back today regarding Cityfone. They said they would reactivate the Cityfone number, and then port it to my Rogers account. That took about 10 minutes. I turned my phone off and on and the number was updated.

[Pauly]

That is great news,  Just a reminder that if you are porting your phone number, it must be active before it can be ported to your new provider.   if cityphone has a deadline for all the accounts to be shut down then you have to port before the deadline, or if you miss this deadline, you may be required to escalate the matter with your old provider, which is exactly what happened in this case.