How to Switch Phone Carriers in Canada (Without Losing Your Number)
You're probably here because a bill went up, coverage keeps dropping at home, or a contract just ended. Fair reasons. Switching feels like a hassle you'll regret, so most people put it off for a year.
It isn't one. We help customers move to TELUS and Koodo at all our stores, and the process is shorter than the hold music at most call centres.
Before You Switch: A 5-Minute Check
Do these five things first. They prevent nearly every switching problem we see.
- Don't cancel your old plan. Cancelling early can release your number. Let the transfer do it for you.
- Find your account number.It's on your bill or in your carrier's app.
- Check your device balance.If you're paying off a phone, ask your carrier for the payoff amount.
- Confirm the phone is unlocked. Only matters if you're keeping your phone. See is my phone unlocked.
- Back up your phone.
How to Switch Phone Carriers: Step by Step
- Pick TELUS or Koodo.Comparison further down. Unsure? We'll help you pick.
- Choose a plan. Our TELUS consumer plans and Koodo plans pages carry the live rates.
- Visit any store. Bring ID, your account details and your phone.
- We start the transfer. We submit the number port and set up your SIM or eSIM.
- Your line switches over. Often the same day. Restart the phone when it does.
- Check your old bill. The final one arrives from your previous carrier.
How to Port Your Phone Number
Porting means moving your current number to a new carrier. You keep the number, and your old service closes automatically once the transfer completes.
What we need from you:
- The account holder's name. It must match what your old carrier has on file.
- Your current account number. From your bill or app.
- The number you're moving. Sounds obvious. Mistyped digits are the top cause of failed ports.
If the port doesn't finish within a few hours, tell us. We'll chase it.
Not sure whether your account details are right? Bring your latest bill and our team will check it before we submit anything.
What to Bring When You Switch
- Government photo ID. Standard for any activation.
- Your current account details. Number, name on the account, billing address.
- Your phone.If you're keeping it. We check it works on our network.
- A payment method. For the first bill and any deposit or device payment.
- A recent bill. Optional, but it lets us compare line by line.
Keeping Your Phone vs Buying a New One
Bringing your own phone (BYOD) works if it's unlocked and compatible. Most phones from 2018 onward are. We check in a minute.
Want a new phone? Browse our TELUS smartphones. Got an old one to hand in? Our trade-in page explains how value is set.
| Feature | Bring your own phone | Buy a new phone |
|---|---|---|
| Upfront cost | None | Depends on the offer |
| Monthly bill | Plan only | Plan plus device payment |
| Best for | Paid-off or recent phones | Older phones, upgrades |
What Happens to My Contract and Device Balance?
You pay off any remaining device balance with your old carrier.That's separate from your plan. Under the CRTC Wireless Code, carriers have to be clear about what you owe, and you have a trial window on a new contract to cancel if it doesn't suit you. Read the current terms on your new agreement. We walk through them before you sign.
Your old carrier's final bill may include:
- Remaining device payments. Often the largest item.
- Partial month charges.Billing cycles don't line up neatly.
- Any add-ons.Cancel them with the carrier if they don't move over.
TELUS or Koodo: Which Should You Pick?
| Feature | TELUS | Koodo |
|---|---|---|
| Network | TELUS 5G | Same network |
| Best for | Premium features, bundles, family and EPP pricing | Simple plans, lighter budgets |
| Devices | Full range, financing | Full range, financing |
| Our take | Heavier data, families, bundles | Lighter users, BYOD |
Same towers, different packaging. Our guides to Koodo plans and TELUS consumer plans carry the current rates.
Common Switching Mistakes
- Cancelling first. The number can be lost. Always transfer first.
- Wrong account details. A mismatched name or number stalls the port.
- Forgetting the balance. The device payoff surprises people on the final bill.
- Skipping the backup. Back up before you switch, not after.
- Locked phone.A locked phone won't accept a new SIM until it's unlocked.
Switching Questions We Hear Most
How long does it take to switch carriers in Canada?
Often the same day.The number transfer usually finishes within hours. If it doesn't, we follow it up.
Do I lose my phone number when I switch?
No.Porting keeps your number. Just don't cancel your old plan before the transfer completes.
Can I switch carriers if I still owe on my phone?
Yes. You pay the remaining device balance to your old carrier. Ask them for the payoff amount before you move.
Do I need an unlocked phone?
Only if you're keeping it. Most phones sold in Canada since December 2017 are unlocked.
Can I switch with an eSIM?
Yes, on a compatible phone. We set up your number on an eSIM during the same visit. See our eSIM Canada guide.
What if I change my mind?
Tell us right away. A new contract carries a trial window under the CRTC Wireless Code. The exact limits are in your agreement, and we read them out before you sign.
Ready to Switch?
Bring your ID, a recent bill and your phone to any Bolt Wireless store. We'll check the phone, compare plans against what you pay today, start the transfer and test your line before you leave. If staying put saves you money, we'll say so.