Misinformation About Number Porting

[Ianmurphy]

Hi everyone,

I’m hoping to get some guidance or assistance from Telus support or anyone who’s dealt with a similar issue.

Two days ago, I purchased a phone from Rogers. Before the return window expired, a Telus representative assured me that porting my number to Telus would not result in any penalties or financial consequences from Rogers. Based on that, I switched over.

After porting, Rogers informed me that I breached the contract by transferring my number first, and as a result, they are refusing to take the phone back and are charging me full price.

I feel misled by the Telus rep. Their reassurance directly influenced my decision, and I would not have switched otherwise.

I’ve already contacted Rogers and filed a complaint.

Is there any way Telus can help resolve this issue?

• Can Telus assist with the cost of the phone, or offer a credit?

• Can someone from the escalation team look into this?

• Has anyone else here experienced something similar?

I’m not looking to cause trouble—I just want a fair resolution after relying on what I was told.

Thanks in advance to anyone who can help, especially Telus support staff or moderators monitoring the forum.

[TELUS_Support]

Definitely not the experience we want for our customers. The TELUS rep you spoke with would have no real definitive way to know the terms of the Rogers agreement, and we always recommend double checking with the other provider to ensure that nothing like this would take place. Was this over the phone with our agent or in a store?

[Ianmurphy]

Thank you for your response.

To clarify, the conversation took place over the phone with a TELUS agent on Saturday morning, May 24th During this call, I was explicitly told that I could port my number out of Rogers without issue and that doing so would not interfere with the return or cancellation process—since I was still within the 15-day trial window.

I trusted this information because the agent gave it confidently, without any warning or suggestion to double-check with Rogers first. At no point was I advised to confirm anything with Rogers. So with all due respect, please don’t suggest this misstep was on me. I was never given that opportunity—nor any indication that it was necessary.

The incorrect guidance led to a device charge, a prolonged complaint, and escalation to the Rogers Office of the President. While the issue has now been resolved, the stress and effort could have been avoided entirely with more accurate support from TELUS.

I’d appreciate it if this call could be reviewed, both for accountability and to help improve future service. Mistakes happen—but misinformation given with certainty is costly for customers.

Sincerely,
Ian Murphy

[TELUS_Support]

Thank you for sharing your experience — we’re truly sorry for the frustration and stress this has caused. We understand how important it is to receive accurate and clear information, especially during a trial period. We appreciate you bringing this to our attention and will have the call reviewed to ensure accountability and help improve our service. 

[Ianmurphy]

Thank you for the response—though to be honest, it reads more like a polite “thank you and please go away” than a genuine effort to address what happened.

I’ll remember how TELUS chose to quietly step aside and subtly shift the blame onto me rather than standing by what their own agent told me. When it comes time to renew my home and mobile services, this experience will be fresh in mind.

Wishing everyone at TELUS a great day.

[TELUS_Support]

That was not our intention, and we regret that our previous message came across that way. We take your concerns seriously and appreciate you sharing them.