Moving to a new country comes with numerous challenges, among which connecting to mobile communications is critically important. Many Ukrainians arriving in Edmonton face one of the first dilemmas: how to get an affordable rate without losing contact with loved ones due to a change in phone number. This concern is entirely justified, as your phone number becomes your identity in a new country—you use it to verify your identity at banks, receive text messages from employers, interact with government agencies, and contact friends.
Canadian legislation, regulated by the Canadian Radio-television and Telecommunications Commission (CRTC), guarantees every consumer the right to transfer their number (Wireless Number Portability) between operators without losing contact. This means that you can change carriers in search of better prices, coverage, or service quality while keeping your phone number the same.
This guide covers the comprehensive process of changing carriers in Edmonton, based on official CRTC regulations, practical user experience, and the specifics of the local telecommunications market. We will analyze the technical procedure, financial aspects, network quality of all major carriers, and special opportunities for new immigrants, who often need help navigating the Canadian system.
Understanding consumer rights: What the CRTC says
Canada's telecommunications framework is one of the most progressive in the world when it comes to consumer protection. The Wireless Code, implemented by the CRTC in 2013 and updated in 2016, contains clear provisions on number portability.
Basic rights guaranteed by law
According to the Wireless Code, every subscriber has the right to port their phone number to a new carrier as long as the service remains active. A critical point—and one that many people overlook—is that you do not need to contact your current carrier to cancel your service or obtain permission to port. Your new carrier will take all the necessary steps for you by contacting your current carrier. This protects consumers from situations where the current carrier tries to keep you by delaying the process.
However, there is one critical mistake that many people make: canceling the service yourself before the transfer process is complete will result in the permanent loss of your number. When you cancel the service, the number becomes “inactive” and can no longer be transferred to a new carrier. Therefore, the golden rule is: never cancel your old service before the transfer is complete.
Process time: from a few hours to two days
The CRTC has set clear deadlines for processing requests. Technically, the carrier losing the customer (the “losing carrier”) has 48 hours to respond to a porting request. However, the actual process takes longer due to the need to verify data and resolve technical details.
For mobile-to-mobile number porting (the most common scenario), the average time is 2.5 to 3 hours. Therefore, if you submit your request in the morning, it is likely that by the evening of the same day, your number will already be active with the new carrier.
For transfers from landline to mobile or vice versa (less common, but possible), the process takes up to two business days. This extra time is needed because the technical infrastructure of landline and mobile networks functions differently, and synchronization requires additional steps.
Geographic restrictions you need to know about
An important restriction that often catches immigrants off guard is the requirement to remain within the same local calling area. Edmonton is covered by area codes 780 and 587. If you are moving from Toronto (codes 416, 647), where you had a number, you will not be able to keep that number when you move to Edmonton. This regulation is based on the technical architecture of the Canadian telephone system, where numbers are tied to specific geographic areas and switching centers.
However, if you switch from one carrier to another within Edmonton (for example, from Rogers to Telus), your 780 or 587 number will remain unchanged without any problems.
Edmonton Carriers: Comparison of Coverage, Quality, and Price
The mobile communications market in Edmonton is represented by three major carriers (Telus, Rogers, Bell) and several mobile virtual network operators (MVNOs: Koodo, Public Mobile, Fido) that operate on the networks of the major players. Each has its own advantages and disadvantages that affect the quality of service in specific areas of the city.
Telus: Largest infrastructure and leader in Western Canada
Telus dominates Alberta and Western Canada with the largest network of base stations. The company has 1,003 towers in Edmonton, providing the widest coverage in the province. This makes Telus the best choice for those who frequently travel outside the city to rural areas of Alberta or south to Calgary.
Telus has historically focused on western Canada, where the company had the deepest roots and largest customer base. Therefore, infrastructure investments were more substantial compared to competitors.
Disadvantage: Users note that Telus' 5G coverage in Edmonton remains problematic. Many subscribers who have purchased modern 5G-compatible phones continue to operate on the LTE+ network more than 99% of the time due to the underdevelopment of 5G infrastructure. Some users report that their 5G phones often switch to LTE when the 5G signal is insufficient, making the investment in a 5G device less practical.
Recommendation for you: If you mainly stay within Edmonton, this issue is not critical. But if you frequently travel to rural areas or western provinces, Telus remains the best choice.
Rogers: 5G champion and best indoors
Rogers ranks second in Edmonton in terms of tower count (210), but significantly outperforms its competitors in terms of 5G coverage quality and availability. The company has the most extensive 5G+ network in Canada, covering 31 million people in over 2,200 communities.
In Edmonton, Rogers demonstrates better signal penetration indoors and in basements thanks to its use of the 850 MHz low-frequency spectrum, which is less susceptible to interference from building structures. If you work in a downtown office or shopping mall, Rogers is likely to provide you with better connectivity than Telus.
After merging with Shaw in 2022, Rogers significantly strengthened its presence in Western Canada by expanding its network and adding about 40 new 5G sites in Edmonton, including the international airport and agricultural areas.
Recommendation for you: If you are sensitive to internet speed for video conferencing, learning, or work, and spend more time in Edmonton's left bank areas or large shopping centers, Rogers is worth considering, despite its slightly higher price.
Bell: Shared infrastructure with Telus in the west
Bell, although one of the three major carriers in Canada, shares infrastructure with Telus in Western Canada. This means that coverage quality in Edmonton is virtually identical to Telus—same signal strength, same speeds, and same 5G issues. However, pricing and additional services may differ.
Bell has an advantage in rural areas of Ontario and Quebec, where the company has its own developed infrastructure. But in Alberta, this advantage is not apparent.
Conclusion about Bell: In Edmonton, Bell is virtually equivalent to Telus, but often with better prices for new customers and especially for those who plan to move to eastern Canada in the future.
Freedom Mobile: A budget alternative for the city
Freedom Mobile, owned by Quebec-based Quebecor, offers the most competitive prices in Edmonton—plans start at $10-$15 per month and go up to $79 for 250 GB of data. For immigrants looking to minimize their living expenses, this is a significant draw.
After Quebecor's purchase in 2023, the Freedom network improved significantly. The company added about 40 new 5G sites in areas of Edmonton, including the international airport, West Edmonton Mall, and the community of St. Albert. Freedom now covers 99% of Canada's population, although much of this coverage outside major cities comes from roaming on competitors' networks.
Pros: Users in Edmonton report that Freedom's coverage within the city and suburbs is excellent, with speeds often reaching 100-300+ Mbps on 5G. The company was also the first among Canadian carriers to include free roaming in the US and Mexico in its plans—a big advantage for those who frequently travel to the States.
Cons: Outside of major urban areas (such as Calgary, Vancouver, and Toronto), you will be roaming on partner networks, which may limit your data allowance and speed. For those who rarely travel outside of Edmonton, Freedom offers the best value for money.
Recommendation for you: If you are a new immigrant on a limited budget and mainly stay within Edmonton and neighboring cities, Freedom Mobile is a smart, economical alternative.
Mobile Virtual Network Operators (MVNOs): Biggest savings by using someone else's network
A key savings strategy, especially for immigrants with low incomes, is to use mobile virtual network operators (MVNOs), which do not have their own infrastructure but use the networks of major carriers and offer rates that are 20-30% cheaper.
Koodo Mobile is a subsidiary of Telus that offers plans from $15-40/month with access to the Telus network. Users praise Koodo for its flexibility and the ability to easily change plans through the app. The $40/month plan gives you 10 GB of data on the Telus 5G network—a great offer for the best balance between price and speed.
Public Mobile—also on the Telus network—offers plans ranging from $20-40/month. Its $26/month plan with 40 GB of data is considered the best value on the market, but the company does not offer phone support—all questions are handled through an online request system. This is not a problem for tech-savvy users, but it can be a barrier for new immigrants.
Fido—a subsidiary of Rogers, focused on a young audience. It offers plans ranging from $19-55/month. The main difference: Fido only uses Rogers' 4G LTE network, without access to 5G. For most users, LTE speed is sufficient, but if you've invested in a 5G phone, you won't benefit from it.
Price comparison: Koodo $40 for 10 GB on Telus' 5G network vs. Fido $45 for 10 GB on Rogers' 4G network. Koodo gives you 5 GB more for $5 less, plus access to 5G.
| Carrier | Minimum plan | Network | Speed | Advantages |
|---|---|---|---|---|
| Telus | $65-95/month | Own | LTE/5G | Most towers (1003), best coverage in rural areas |
| Rogers | $50-80/month | Own | LTE/5G+ | Best 5G, best indoor signal |
| Bell | $40-60/month | Shared with Telus | LTE/5G | More affordable plans, similar coverage to Telus |
| Freedom | $10-79/month | Own | LTE/5G | Cheapest plans, good in the city |
| Koodo | $15-50/month | Telus | LTE/5G | Good price, flexible plans, 5G access |
| Public Mobile | $20-40/month | Telus | LTE/5G | Cheapest 5G, no phone support |
| Fido | $19-55/month | Rogers | LTE (4G) | Cheap, but no 5G |
Step-by-step guide: How to transfer your number
Step 1: Gather documents from your current carrier
Before we begin the process, we will need certain information and documents from your current carrier:
- Your latest bill from your current carrier (sent to you by mail or available in your personal account in the app). This is the main document that the new carrier will check.
- Exact account name (as it appears on the bill) — must match the name you provide to the new operator. If you are listed on the bill as “Yaroslav Petrov” and try to write “Jaroslaw Petrov” to the new operator, the request will be rejected.
- The phone number you are transferring (obviously, but write it down clearly).
- Your account number or PIN code. This can usually be found at the top of your bill or in the operator's app.
- Your phone's IMEI/ESN number (for mobile numbers). This is your device's unique number. To find it:
- iPhone: Settings → General → About → IMEI
- Android: Settings → About phone → IMEI
- Or simply dial
*#06#on your phone and the number will appear on the screen. - Service address (not mailing address) is the address where you actually use the service. It must match the address on your carrier's bill exactly.
Common mistake: Many people use their mailing address for bills instead of their service address. If you rent and your bills are sent to your office address, but you use the service at home, this may result in a rejection.
Gather all this information in one document (Word, Google Docs, even in notes). This will save you time when filling out the new provider's forms.
Step 2: Choose a new provider and plan
Use comparison platforms such as planhub.ca to find the best deals in Edmonton. On the website, you can filter by province (Alberta), city (Edmonton), data allowance, and price.
Immigrants should pay special attention to the special programs offered by the major carriers:
Telus Newcomer Offer
Telus offers three special plans for newcomers:
- Welcome Essentials ($65/month): Reliable service with access to fast data (5G+)
- Welcome Starter ($85/month): Higher quality service with more data
- Welcome Plus ($95/month): The best plan with the highest speed and data allowance
Requirements for participation in the program:
- Valid passport
- One of the following documents: Confirmation of Permanent Residence (COPR), Record of Landing, Work Permit, Study Permit, or Visitor Record
- Canadian address (can be temporary)
- Valid email address
Activation process: Fill out the form on the website, upload your photo and documents via a secure form, and receive an email with instructions. You can receive your SIM card by mail or at a Telus store. Processing time: 48-72 hours.
Rogers Newcomers Program
Rogers has developed a separate plan for immigrants with the following benefits:
- 1,000 international long-distance minutes
- Unlimited international SMS
- Access to the 5G network
- Exclusive offers for newcomers
Requirements for participation:
- Passport
- Work permit, study permit, or permanent resident status (COPR)
Location: Rogers has offices in major shopping centers in Edmonton, including the airport, so you can easily register immediately upon arrival.
Bell Mobile Plans for New Canadians
Bell offers two main plans for newcomers:
- Select Plan ($40/month when adding a line): 100 GB of 5G+ data, unlimited calls and texts in Canada, unlimited international texts
- Max Plan ($50/month when adding a line): 175 GB of data, unlimited calls and texts in Canada and the US, unlimited calls to 27 countries worldwide, unlimited international SMS
These plans expire in July 2024, so check bell.ca for current availability.
Step 3: Apply to transfer your number
Only contact your new carrier. Never call your current carrier to ask for permission—your new carrier will automatically contact them for you. You can apply:
Online
Most carriers have forms directly on their websites:
- Rogers: rogers.com/mobility/transfer-your-number-to-rogers
- Bell: support.bell.ca/mobility/number-transfer
- Telus: telus.com/support/article/move-mobile-phone-number
- Freedom Mobile: freedommobile.ca/support/about-transferring-your-number
- Koodo: Usually by phone or in-store
In-store
Bring your documents and phone to the carrier's physical store. The staff will help you fill out the form and start the process. This is also helpful if you are a new immigrant, as the staff speaks over 100 languages.
By phone
Call the new carrier's customer service. Customer service numbers:
- Rogers: 1-877-759-7737
- Bell: 1-844-255-2355
- Telus: 1-888-211-4722
- Freedom Mobile: 1-833-378-7373
When you apply, you will be given a temporary number that will work until the transfer is complete. This temporary number can be used for regular calls and texts, but it is important to tell the people you communicate with frequently about this temporary number, as your regular contacts will not know about its existence.
Critical silence: Do not cancel your old service when you apply. You can still use your old number and old phone until the transfer is complete.
Step 4: Authorize the transfer via SMS
As of November 16, 2020, the CRTC requires an additional authorization step to protect consumers from unauthorized number transfers. Here's what happened:
After your new carrier submits a porting request, you will receive an SMS or email from your current carrier asking you to confirm the port. The text will look something like this:
You have requested to port your number +1 (780) 123-4567 to a new carrier. If this was you, text ‘YES’ to confirm or ‘NO’ to cancel. You have 90 minutes to respond.
You have exactly 90 minutes from the time you receive the message to respond. If you do not respond within 90 minutes, the request will be automatically canceled and you will have to start over.
Important points at this stage:
- Keep your phone turned on: Make sure that mobile data is turned on on your current phone or that you are in an area with Wi-Fi if you are using SMS messages via the internet.
- Other SIM cards: If you have two phones or have already started using eSIM, make sure your current carrier's SIM card is still in your phone and active until the authorization process is complete.
- eSIM issues: If you plan to use eSIM with a new carrier, wait for the transfer authorization to complete before setting up eSIM. Otherwise, you will not be able to receive the confirmation code from your current carrier.
- What to do if you did not receive an SMS: If you have not received a message within a reasonable time frame (15 minutes to an hour after submitting your request), contact your current carrier and ask them to resend it or check if there is a delay in messages.
Step 5: Complete the transfer and activate your new number
Once authorized, the process is almost complete. Depending on the type of transfer:
- Mobile to mobile: It will take 2.5 to 3 hours. You will receive an SMS from your new carrier confirming that your number is now active on their network.
- Mobile to landline or vice versa: This will take up to 2 days. This extra time is needed because the systems synchronize differently.
When the transfer is complete, your old phone will no longer function with mobile service (although it will still have access to Wi-Fi), and your new phone with your new operator will be activated with your number.
After activation:
- Insert your new carrier's SIM card into your new phone or activate your eSIM if you use this technology.
- Cancel your old service (if your new carrier hasn't already done so). You can contact your old carrier and request cancellation, or in most cases, your new carrier will do this for you automatically.
- Test your connection: Make a test call to a friend or relative to make sure that calls and SMS are working correctly.
- Update your contacts: Let your loved ones, employers, and important contacts know your number (even if it's the same). This is just so they know you've changed carriers, otherwise they may think something is wrong.
Special considerations for immigrants: Documents and applications
Document requirements for activating a new plan
When you switch to a new carrier, you will need to activate a new contract. Unlike online platforms, carriers need to verify your identity and status in Canada. You will be expected to provide:
- A valid foreign passport—this is the main document they will expect.
- One of the following documents to prove your immigration status:
- Confirmation of Permanent Residence (COPR)—the most important document for permanent residents
- Visa and Record of Landing—for those who have just arrived
- Work Permit—for labor migrants
- Study Permit—for students
- Visitor Record—for visitors
- Canadian address—even if it is temporary (hotel, AirBnB, friend's address). The address must be in Edmonton or Alberta, associated with the 780 or 587 area code.
- Valid email address—to receive confirmation and service information from the operator.
Verification process for newcomers
For Telus and Rogers operators, the activation process for newcomers is as follows:
- Online application: Fill out the form on the operator's website, providing all the information.
- Uploading documents: Upload the following via a secure form or app:
- Photo of your face (selfie)
- Photo of your passport (both front and back)
- Photo of your immigration status (COPR, travel permit, etc.)
- Verification: The operator's team checks the documents. This takes 48-72 hours.
- Activation: After verification, you will be sent a SIM card by mail or offered to pick it up at a store.
Special offers for newcomers
All three major carriers understand that new immigrants have limited incomes and special needs (including the need for international calls). They offer special plans:
- Telus: 500 minutes of international calls to selected countries (including Ukraine) are included in plans for newcomers.
- Rogers: 1,000 international minutes to 6 countries (including India, China, Mexico, the UK, and Bangladesh).
- Bell: Up to 1,000 international minutes to 27 countries worldwide (check the list at bell.ca).
In addition, each operator offers the first month at a discount or a credit on your account to attract newcomers.
Special nuances of the transfer process
What to do if you had multiple numbers
If you had a contract with multiple numbers on one account (for example, a main number and a business number), each number must be ported separately. You cannot port everything at once. For each number:
- Indicate which numbers you are porting and which you are keeping.
- If you are leaving some numbers with your current carrier, you may have a billing conflict. It is recommended that you call your current carrier and discuss this in advance.
Transferring from a landline to a mobile phone
If you had a landline at home (for example, from Bell or Telus at home), you can transfer that number to your mobile phone. The process is slightly different:
- You need the service address of the landline (usually your home address)
- The account number and name of the owner of the landline number
- The process will take up to 2 days instead of a few hours
Will there be a disruption in 911 service during the transfer?
Fortunately, the CRTC guarantees that there will be no disruption in 911 service when transferring a number from mobile to mobile. However, if you are transferring your number from a landline to a mobile phone or vice versa, there may be a delay of up to 24 hours in synchronizing the emergency service database. Therefore:
- Make sure you give the dispatcher your exact location and phone number when calling 911.
- Avoid calling 911 during the first hour after the transfer is complete (if you are transferring from a landline to a mobile phone).
Calculating early cancellation fees
If you have an active contract with your current carrier, you may be required to pay an early cancellation fee. The CRTC has set strict limits on this fee.
If you had a contract with a device subsidy
If your carrier provided you with a discounted phone (for example, you bought an iPhone for $200 instead of $1,200), the early cancellation fee is limited to the value of the subsidy. For example:
- Initial subsidy: $400 (purchased for $200, worth $600)
- Remaining contract term: 18 months
- Early cancellation fee: $400 ÷ 24 months × 6 remaining months = $100
The fee decreases linearly each month, reaching $0 in the 24th month of the contract.
If you had a contract without a device subsidy
If you brought your own phone:
- Fixed 2-3 year contracts: Early payment is limited to the lesser of:
- $50, or
- 10% of the remaining monthly payments (maximum 24 months)
For example, if you have 18 months remaining on a $60/month plan:
- 10% of ($60 × 18) = $108
- Since $108 > $50, the maximum will be $50
Plans without a specific end date
If you were on a plan without a specific end date (so-called “indefinite contracts”), you cannot be held responsible for early cancellation. These are newer forms of contracts, less common on mobile plans, but worth checking.
How to find out your early termination fee
- Review your contract—it should have a calculation formula.
- Call your current carrier and ask for the exact amount.
- Use the CRTC Early Cancellation Fee Calculator (available at crtc.gc.ca) if you need verification.
Common transfer issues and how to resolve them
Transfer request was declined
The most common reasons for decline are:
- Name mismatch: The name on the application does not match the name on the bill 100%. For example, if your bill says “Yaroslav” and you wrote “Jaroslaw,” it will be rejected. Solution: Contact your new carrier and clarify the name according to your latest bill.
- Address mismatch: The service address does not match the address on the bill. Solution: Check the address on your latest bill and provide the new operator with the exact address.
- Incorrect account number or PIN: Some carriers (especially Telus and Shaw) require a very specific account number, and the PIN may have a special format. Resolution: Call your current carrier and ask for the exact value.
- Partial porting: If you have multiple numbers on your account and you are only porting some of them, the carrier may require changes to the plan for the numbers that remain. Solution: Contact your current carrier and agree on a plan for the numbers that remain, or port all numbers at once.
Authorization SMS not received
If you have not received an SMS from your current operator with an authorization code within an hour:
- Check your balance: Make sure you have enough credit on your old number to receive the SMS (for prepaid plans).
- Network coverage: Try moving to an area with better signal or connect to Wi-Fi (if you are using the operator's app).
- Call your current operator: Ask them to resend the SMS or provide the authorization code by voice.
- Notify your new carrier: If you were able to receive the code from your current carrier by voice, notify your new carrier of the authorization.
New number is not activated after authorization
If you have authorized the transfer, but the number is not activated within the expected time:
- Wait for the full time (2.5 hours for mobile to mobile, 2 days for landline).
- Try restarting your phone with the new SIM card.
- Contact your new carrier and ask them to check the transfer status.
Tips for a smooth transition
Notify important contacts in advance
Although your number will remain the same, some people may receive a notification that you have changed carriers. Notify:
- Your employer and HR department
- Your bank and financial institutions
- Your friends and family
- Government agencies (if they have your number)
Install your new carrier's apps
Download your new carrier's app (Rogers, Bell, Telus, Freedom) to your smartphone. Through the app, you can:
- Check your data balance
- Manage your account and payments
- Get support via chat
- Receive notifications about service outages
Check regular services associated with your number
Some services may be linked to your phone number:
- Two-factor authentication: Many banks, social networks, and email services use SMS verification. Make sure you can receive SMS messages on your new carrier.
- Alarm systems: If you have a home security system linked to your number, notify the company of the change.
- Home assistants: If you have Alexa or Google Home linked to your phone number.
Switch to the mobile version of the carrier's website
Your new carrier will likely have an updated mobile version of its website. Set up shortcuts for easy access to:
- Account checks
- Customer service calls
- Data and SMS management
Conclusion: Changing carriers in Edmonton is easy
Porting a phone number in Canada is an easy process designed to protect consumer rights. Unlike some countries where it is painfully difficult, in Edmonton the whole process takes a few days at most and requires no technical skills.
Key points to remember:
- Never cancel your old service in advance—this is the biggest mistake.
- Contact only the new carrier—they will do everything.
- Authorize the transfer via SMS within 90 minutes.
- For immigrants, use the special programs offered by new carriers—they are designed for you.
- Choose a carrier based on coverage in your area and your budget.
To save money, consider MVNO carriers such as Koodo ($40 for 10 GB on the Telus network) or Public Mobile ($26 for 40 GB). If you are a new immigrant on a limited budget and staying within Edmonton, Freedom Mobile offers the best value for money with plans starting at $10/month.