[Merged] Do not pay Rogers/Fido's 30 days of services when porting a number

[evilution]

With the many recent posts about the smaller guys (Wind Mobile / Mobilicity), I'm sure many of you are porting numbers.
I recently got charged with 30 days of billing because Rogers claims you need to give them 30 days cancellation notice.

So you are paying Rogers/Fido (probably Bell/Telus too) 1 month of services you are NOT receiving (since another company is providing them now).

This is ILLEGAL.

File a complaint with the CCTS
http://www.ccts-cprst.ca/complaints/guide

And you will get your money back. It's all done online and very painless. For 2 lines I got back about ~$100. Not bad for a few minutes of filling out a form.

Take your money back from those Robbers!


EDIT:
I should clarify. You fill out form all online. There is still a verbal conversation later on.
And to better your chances, you should have a verbal call 30 days prior to porting date too.

EDIT2:
After reading some posts, it seems to be hit or miss. To ensure a better chance of getting your money back, it seems like you should have a recorded attempt that you wanted to give 30 days notice. If you've already ported, it doesn't hurt to fill out the form anyways since it worked for me, but YMMV.

So new steps:

Call them 30 days PRIOR to your cancellation date. Ask about your cancellation fee, and what the process is like.
They'll say something about 30 days notice. So say you want to give your notice now to cancel in 30 days.
They'll say you can't do that, OR if you cancel you cannot keep your number. (Sounds like a scare tactic).
End the call saying how that's absurd and don't make changes to your account.
The important part is they note that you inquired about your account/cancellation policies, and tried to give notice. Make sure they note the call in your account.
In 30 days, go to your new provider (wind/virgin/mobilicity, etc), and port your number. (Keep same number).
Optional Tip: Call your old provider again now to let them know you switched and you don't want to get charged this month. You can point out you called 30 days prior. If they won't do anything, then just change your plan rate to the cheapest one possible so in case it all doesn't work out, you're only paying ~15 instead of your old bill rate.
If your old provider charges you with a bill you can first try calling them for a refund. Some people get it right away and avoid the CCTS form.
If they won't help you, fill out the CCTS form above.
CCTS emails saying it received complaint and will forward to Rogers to give them a chance to remedy the complaint.
About a month later Rogers called about the complaint.
He knows about your entire history (knows when you called last, etc).
Keep firm. State it's unfair to charge for services that was impossible for me to use (since number already ported), and if we agree to disagree I'll just bring issue back to CCTS.
They caved and gave the credit.
Money is returned via cheque in 4-6 weeks.

[PriceMatchIT]

Does this apply to landlines?

[basiclogic]

After I got my final bill with cancellation charges additional charges I called them and had them issue a credit from the date the phone number got ported out. The way I see it is if they are not providing you with the service they can't bill you for it. Just tell them that ever since you ported out the phone number stopped working so you couldn't make / receive calls and therefore should not be billed for it.

[porphyra]

Wow..This is interesting. Recently my GF porter her number from Rogers and had to pay a 30 day charge.

Will fill out the form and see if it works.

However, this is not a hot deal. Should probably be moved to Cellphones or Off-topic.

[Longobongo]

Thanks this should apply with Telus since my dad was singed a month when he potted to wind.

[boblepp]

File a complaint with the CCTS
http://www.ccts-cprst.ca/complaints/guide

And you will get your money back. It's all done online and very painless. For 2 lines I got back about ~$100. Not bad for a few minutes of filling out a form.

Take your money back from those Robbers!

I went to CCTS and got no refund, just a call from Bell saying the contract says so.

Please provide more detail on who you spoke to, who issued the refund, etc. What was the exact process you used? You say it was ALL done online? Are you sure as CCTS is industry funded, so they are not on our side. How did you get money back online?

Thanks for posting!!

Update: I just phoned CCTS on my November 2010 unresolved complaint, Bell has not responded to them although I had a call last year from them stating 'it's in the contract online', they offered to refund one cell for the 30 days but insisted on charging for my second cell, 'meeting you half way' he said, I said 'if it's good for one cell it must be good for both', he declined. Anyway, CCTS says 'You are in the queue for an investigator to follow up and could be another month.

So, tell me how you made the magic happen!!

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[barricuda]

Does this apply to landlines?

Yes, we recently canceled (not ported though) our Rogers home phone 2 days before the billing date. The CS agent got downright aggressive when my wife said she wanted to cancel and he not only talked about the 30 day notice, but he went on to check our account and canceled some cable TV HD add-on that we were not supposed to have too. My wife went ballistic on him and called again to speak to another agent... although the new agent also mentioned the 30 day notice, she agreed to cancel the service with immediate affect if we returned the modem before the billing date (which we did and did not have to pay for and extra 30 days).

[jayp_1]

After I got my final bill with cancellation charges additional charges I called them and had them issue a credit from the date the phone number got ported out. The way I see it is if they are not providing you with the service they can't bill you for it. Just tell them that ever since you ported out the phone number stopped working so you couldn't make / receive calls and therefore should not be billed for it.

That is my argument with Virgin Mobile unfortunately, Virgin Mobile refuses to call me. I have asked to speak to a manager and no one ever calls me. I guess since Bell took them over, customer service has been dropping to Bell levels. I tried CCTS and they told me that they could not do anything for me. I refuse to pay for 30 days of service when they were providing me with no service. I can't see how that can be legal. Regardless what a contract says, if no service is being provided, how can you charge someone. I think I might start a company and offer 10 billion tv channels and when I don't provide any channels, I will still bill everyone and expect people to pay me. Sounds like a great way to make money.

[snafu101]

why would it be illegal? Isn't it just like giving a notice for anything (and as mentioned is in contract), you can't just leave an apartment with no notice if you have another place lined up...

[jashik72]

why would it be illegal? Isn't it just like giving a notice for anything (and as mentioned is in contract), you can't just leave an apartment with no notice if you have another place lined up...

But does porting a number over take 30 days? Probably not. It only takes a few hours. The phone companies just want the money. They are not upfront with it and if you question it you 10 different answers from 10 different reps. It just causes headaches. That's why people are so upset.

[Fatty55]

why would it be illegal? Isn't it just like giving a notice for anything (and as mentioned is in contract), you can't just leave an apartment with no notice if you have another place lined up...

Another problem with this is you have the choice to give your notice, and then still live in the apartment for the next 2 months. With a cell phone, if you want to port your number, they cut your service off on the spot. You have no option to cancel and keep using it for that 30 days.

[boblepp]

why would it be illegal? Isn't it just like giving a notice for anything (and as mentioned is in contract), you can't just leave an apartment with no notice if you have another place lined up...

You may be correct in your thoughts, but real life is not that way sometimes.


Well, first, set the scene.. you are on a monthly contract after 20 years with Brand Y from the days of 2 dollar minutes and you know they require 30 days notice to switch since you've been monthly for 15 years or more.

On June 1 you phone them and say you would like to cancel June 30 since you are switching to Brand X and taking your number.

They say: No, sir, you cannot do it that way, first you go to Brand X and buy your new service, they call us and we port them your number.

You call Brand X to see if you are being scammed by Brand Y.

Brand X says: Correct, don't cancel at Brand Y because you will lose your number. Sign with us first and we call them, takes 4-72 hours.

You say: But I want to give them 30 days notice!

Brand Y says: (silence)

You call back Brand Y.... Please cancel me June 30

They say: If you tell me now you are cancelling June 30 you lose your phone number.

You say: )(*&)(*&

They say: Brand X does it too, just ask them, sir. Good bye sir.

You sign with Brand X, sure enough they call Brand Y, your number is ported 4 hours later, of course it died on Brand Y 4 hours ago...

You use the phone on Brand X June 1 to June 30.

Brand Y sends their bill for June 1 -30. They cut you off June 1 remember?

You complain.

They point you to the contract online: http://www.bell.ca/shopping/PrsShp_Bill_ServiceAgreement.page#TransferNumber

If you want to transfer your wireless phone number to another service provider, then, as long as your account and phone number are active, Bell will process a "transfer-out" request from your new chosen service provider. You must pay any amounts due plus applicable taxes resulting from the termination of your Services before the expiry of your Service Commitment Period, and the monthly charges applicable for the 30 days after the transfer is requested.

You read this and go )(*&)(*&). "How can you charge me AFTER YOU DISCONNECTED ME?" you think to yourself.

You discover the CCTS, the industry funded complaint mechanism. Their rep expresses surprise as if he has never heard this one before, you are encouraged so you file the claim, it is accepted, it has time requirements for the parties, of course they do not respond. You phone back after a month of quiet, the next day Brand Y guy phones, points you to web based contract you never saw or signed. Offers return of charges of one cell of the two you cancelled, you say 'if it is good for one why not good for both?' he says he wanted to 'meet you half way'. You decline, he says the offer is good for 7 days, hangs up. Brand Y never replies to CCTS as to status of call, it is unresolved, 6 weeks later you phone CCTS, they say case is 'waiting in queue to be assigned to an inspector'.

You read in RFD that someone got money back online, you go )(*^)(*^.

Enough said?

They all do it, they have structured a way to be paid to port your number by taking it hostage and refusing to allow you to cancel without losing it.

I repeat, they planned this as a way to circumvent the CRTC and government who gave us 'number portability'.

"They" are smarter than the CRTC and our government. They make their own rules.

That's why so many of us hate them and the spineless CRTC. They are SMARTER than us.

Today, I disputed the Visa charge on the grounds of 'service not delivered' and I fully expect Bell will shove the contract around again, the one I never saw and never signed.

Moral: 1) Pay all your bills with Visa, they are the only one who answer the phone right away and politely go to bat for you. Forget about the CRTC, CCTS and MP/MPP's. 2) Don't get tied to a phone number in these days of dynamic deal making, it will cost you money, time, or both to keep it.

Next step Small Claims Court. I will be happy just to COST them more than my month's charges sending a lawyer.

Great sport for the retired person, painful for a working person.

Next Week's Episode: How Brand X screwed me on the 'new' pre-paid plan..... voice mail at no monthly fee which cannot be used in any fashion without paying them money per minute to program it, to leave and pick up calls... even leaving and pickup from a landline.....

After That: Switching to another prepaid plan which has not screwed me... yet.

After That: Why the USA gets prepaid contract free 10 cent a minute long distance cells and we pay 25 cents local, 50 cents LD at best.

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[bdragon]

I had a lot of questions before the scenarios you portrayed and you answered all of them.
Thanks.
Please keep us apprised to what happens next.

[Sockbot]

This is ILLEGAL.

Before any of the steps regarding a complaint can be taken, you need to identify the source of this statement here in order to analyze what to do next. What is the name of the law or the regulation that says this is illegal? I'd like to take a look at it.

[django]

What if I haven't paid my final bill yet? Is there any document online I can refer them to? I don't think I can simply say "it's illegal" and have them cancel my final bill.

[EvilMonkey25]

So if I am on a month to month (contract expired), I still have to give 30 days notice to have my number ported to another carrier?! Are you serious?!

So I pay for 30 days of "service" even though I am not using it?

[boblepp]

I had a lot of questions before the scenarios you portrayed and you answered all of them.
Thanks.
Please keep us apprised to what happens next.

I will.

I hope one of the effects of the UBB reversal saga we are about to experience is that it raises an opportunity somewhere to allow us to place more pressure on the CRTC or Feds or whomever about the ludicrous business practices of the Telcos. For example in this case, it seemed blatantly impossible that a provider of any service could come up with such a creative way to take your money... why was it not quashed long ago by them being told "you cannot charge for something you do not provide". You are in month 36 of a 36 month Ford lease, and you tell Ford you are switching to Chevy, they say: "Bring the Ford back now and pay me for the month anyway...." I cannot imagine it.

Consumers put up with such crap with these guys, maybe we need that to be the next election issue instead of UBB.

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[gotridet]

So if I am on a month to month (contract expired), I still have to give 30 days notice to have my number ported to another carrier?! Are you serious?!

So I pay for 30 days of "service" even though I am not using it?

im wondering the same thing... im about to port a number over to teksavvy..... landline

[boblepp]

So if I am on a month to month (contract expired), I still have to give 30 days notice to have my number ported to another carrier?! Are you serious?!

So I pay for 30 days of "service" even though I am not using it?

Almost.. you CANNOT give notice if you want to move your number.... they force you to NOT give notice by threatening loss of your number the instant you give notice... it is for real.

Bell and Rogers yes, 30 days for no service possibility at all.

The rest? Dunno, who are you with?


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[EvilMonkey25]

Almost.. you CANNOT give notice if you want to move your number.... they force you to NOT give notice by threatening loss of your number the instant you give notice... it is for real.

Bell and Rogers yes, 30 days for no service possibility at all.

The rest? Dunno, who are you with?

Going from Bell to anyone who has good customer service. Bell has been nothing but episodes of crap.

[boblepp]

Going from Bell to anyone who has good customer service. Bell has been nothing but episodes of crap.

Right, for example, here's a small snippet from their home phone contract you never see:


Customers subscribing solely to Bell’s residential local telephone service who purchase any additional product(s)
or service(s) from Bell and/or its affiliated companies will: (i) no longer be eligible for the then applicable CRTC
approved maximum price for residential stand-alone primary exchange local telephone service; (ii) be subject
to any future price increases for such residential local telephone service; and (iii) be required to pay the then
applicable downgrade fees (currently $35, subject to change), and any applicable administrative charges
and/or early termination fees, if they cancel all of the additional product(s) or service(s) in order to be eligible
for the then applicable CRTC approved maximum price for residential stand-alone primary exchange local
telephone service (the “Downgrade Option”)

Wonder why they want upsell you all the time?? It puts you out of 'action' by the CRTC to limit your maximum phone charge. Clever. And it could be caused by buying something from another Bell company. Not even related to your house phone. Read it again, amazing. And to get back into CRTC protected maximum charges when you realize your mistake YOU pay THEM $35.

These guys have some great lawyers writing this stuff. Weasels.

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[evilution]

A little off topic,
But I've realized that the CRTC is a useless regulatory company.
Apparently 2 of its former board members are from Bell / Rogers, and 2 former CRTC members are now on Bell/Roger's board [citation needed].

They are responsible for the UBB debacle as of late, but they are also proposing to change the Standard for Broadcasting and allow False or Misleading News (http://www.michaelgeist.ca/content/view/5570/125/).

[Rikon]

After I got my final bill with cancellation charges additional charges I called them and had them issue a credit from the date the phone number got ported out. The way I see it is if they are not providing you with the service they can't bill you for it. Just tell them that ever since you ported out the phone number stopped working so you couldn't make / receive calls and therefore should not be billed for it.

So does that mean I can port my number 2 months into a 3 year contract and not pay ECF?
Cause according to you, if I can't make / receive calls I shouldn't have to pay :facepalm:

[MMMM]

This happened to me in Nov/Dec. I moved from Rogers to Telus with 1 month left on two three year contracts. I gave 30 days notice for both accounts. I then ported out both numbers a few days later to Telus.
There is a 100 dollar cancellation charge if the account is cancelled without 30 days notice near the end of the contract. Billing/Retentions then tried to charge me the 100 fee plus the remaiing time on the account for each phone.

They lost. The account is not with the phone or the number, it is with the contract. You can port out at any time but you are still responsible for the contract. They will try to convince you the port cancelled the contract thus you owe the money. I ended up paying 35 dollars + GST. It was Rogers fault the contract was cancelled not mine. I gave notice and they tried to change the rules to make a few bucks.

[al3x89]

it's a stupid charge... why can they activate your line immediately but need 30 days to cancel it?

they're so quick to sign you to a contract/get you activated but want to earn that extra $20-$100+ per month when you want to leave.

[l69norm]

This thread has a lot of wrong info in it.

Yes, you need to give 30 days *notice of porting*, but giving notice of porting DOES NOT automatically cut off you service.

You call the customer service rep and indicate that you want a note put on your file that you will be porting out sometime after 30 days. The notice of porting is valid on your file for 60 days.

DO NOT TELL THEM YOU ARE CANCELING THE SERVICE, you are only providing them with notice of porting. If you incorrectly tell them you are canceling, they will do that on the spot, which is not what you want to do because you can't port out a canceled number.

The company you are porting to will make the arrangements to cancel your service.

For landlines, if you are on a regulated service you do not need to give 30 days notice for porting. If you are on deregulated service, then you do need to give 30 days notice. You can tell if you are on regulated service if Bell is billing you for "touch tone".

Of course, this assumes you are not under contract as well

[boblepp]

This thread has a lot of wrong info in it....snip

Is any of the wrong info from me?

I did not make any recordings but I quoted what they told me and quoted above the text of the Bell 'contract'. They very clearly state after the port, whenever that gets done, today or 30 days from today, AFTER the port you MUST pay them for 30 days.

The also tell you if you tell them you are giving 30 days notice, your number is immediately lost to you for porting.

And that is exactly what they did to me.

I know this is a bull---t attitude and a mischievous bit of contract language, but that is what they do. They found a way to make money porting out.

I have the bills, and the email from Head Office telling me the contract is clear and I should pay.

I hope it is someone else's info you find to be wrong...


Here is the email from Bell, sent ONLY after I called to tell CCTS nothing had happened in the 30 day period guaranteed to see action, they call it a 'resolution' in the email even though there was none, that is CCTS-speak for "I talked to the customer and here is what happened".... his phone number is included, give him a call to confirm the policy and contract language.

Let me know if there is anything else I can clarify.



Details of complaint:

Mr. xxx xxxx is disputing Bell Mobility?s policy of billing for 30-days from the transfer-out date due to transferring the cellular numbers to another service provider.

Details of resolution:

Bell Mobility continues to bill for the monthly recurring charges 30-days from the transfer-out date.

Transfer-out date was initiated on October 24th 2010 and the account was cancelled November 23rd 2010.

There is no error on the account.

Complaint has been resolved to the satisfaction of the complainant and the TSP: NO
Complaint remains unresolved: YES

Thank you for your time,





Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[mr_raider]

why would it be illegal?

In qc, it is illegal. The contract is up as soon as you state you wish to cancel it.

[harryt]

In qc, it is illegal. The contract is up as soon as you state you wish to cancel it.

thank god for qc!! they have some of the best consumer protection laws in the world! :D

[l69norm]

I have ported cellular numbers out from Bell Mobility before, as recently as 6 months ago. If you give 30 days "notice of porting", it's only a note added onto your file that is valid for 60 days. The phone service does not end just because you gave notice. If you do not port out after 60 days, the notice is canceled and you have to start the 30 day clock over again. There's a couple of online guides and other RFD posts on porting Bell cell numbers that say exactly the same thing

Your Bell account actually gets canceled by the new company on the day they do the port. You do not cancel the Bell account yourself.

You have to be very clear with the Bell CSR that you are only giving your "30 days notice of porting as required", not canceling your account. Confirm with them while on the same call that they have put a note put on your file and they did cancel your account. If they get confused and cancel your account, the porting will not work. The new company cannot port a canceled Bell number.

The only reason for any extra "charges" is because the port did not occur in the right part of the billing cycle, as you are always billed 30 days in advance.

Ideally, you want to time the port to occur right on the last day of the current billing cycle but you can't control that easily. The porting request to Bell is initiated by the new company. They only make the request to Bell after they are satisfied that you actually own the number you are porting. It could take up to 1-2 weeks before the new company actually makes the porting request to Bell. If everything is in order, Bell then schedules the port which can take up to another 2 weeks. The new company cancels your Bell account on the day of porting. It's YMMV as the entire elapsed time can be anywhere from 1 week to as long as 3-4 weeks.

The worst that can happen is the port occurs 1 day after the billing cycle starts, as Bell can then bill you for the entire month in advance (i.e. you pay the entire month to Bell, but get only 1 day of service). Bell still has to refund the portion that falls within the 30 days notice you gave, so you only actually pay for the service you did receive (i.e. valid notice, billed an additional 30 days, but got only 1 day additional service, Bell refunds 29 days). I believe Bell has to provide the refund within 2 billing cycles - 60 days.

All this also assumes you are not under contract, which would incur additional cancellation fees.

If you do not give Bell the full 30 days notice, Bell also charge you for the number of days less the 30. The worst case is that you gave 0 notice and the port occurs 1 day into the billing cycle. Bell keeps the entire 30 days, even though you got only 1 day service. If you gave only 15 days notice, but the port occurs on the first day of the billing cycle, Bell only refunds 15 days, etc etc.

From reading the "letter" you got, it looks like you did not give 30 days notice so Bell was entitled to charge you for the full 30 days from the date you ported out. If you did provide 30 days notice, you should call the CCTS back and indicate that notice of porting was given by you to on/before Sept 23

[boblepp]

I have ported cellular numbers out from Bell Mobility before, as recently as 6 months ago. If you give 30 days "notice of porting", it's only a note added onto your file that is valid for 60 days. ... (big snip)....

From reading the "letter" you got, it looks like you did not give 30 days notice so Bell was entitled to charge you for the full 30 days from the date you ported out. If you did provide 30 days notice, you should call the CCTS back and indicate that notice of porting was given by you to on/before Sept 23

Well, in the past 6 months they changed their handling.

For you to tell me what happened 6 months ago is helpful, it shows a downward trend in their attitudes towards customers.

If anyone with an active Bell phone would call in to discuss porting and ask about placing a note on the file, etc. and report back here... that would be useful to us all in setting a new precedent.

Look, I did not make this up. Their contract wording today is very clear, what was it 6 months ago when you were successful? And today they tell you that announcing intent to terminate in 30 days locks up your old number immediately so that the new provider is told it cannot be ported.

Today: : http://www.bell.ca/shopping/PrsShp_Bill_ServiceAgreement.page#TransferNumber

If you want to transfer your wireless phone number to another service provider, then, as long as your account and phone number are active, Bell will process a "transfer-out" request from your new chosen service provider. You must pay any amounts due plus applicable taxes resulting from the termination of your Services before the expiry of your Service Commitment Period, and the monthly charges applicable for the 30 days after the transfer is requested.

Please notice the phrase "AFTER the transfer is requested"... that is when your NEW provider initiates the transfer because YOU CANNOT request the transfer.

And my email/letter from Bell head Office confirms that: (BTW, if by putting "letter" in quotes indicates you doubt its existence, PM me with your email address and I will forward you the email complete with headers for you to examine. Sorry to sound snippy but I get the impression from a couple of people here that they think I am spinning a yarn. This is not helpful in communicating real problems in trying to prevent further grief.



Details of complaint:

Mr. xxx xxxx is disputing Bell Mobility?s policy of billing for 30-days from the transfer-out date due to transferring the cellular numbers to another service provider.

Details of resolution:

Bell Mobility continues to bill for the monthly recurring charges 30-days from the transfer-out date.

Transfer-out date was initiated on October 24th 2010 and the account was cancelled November 23rd 2010.

There is no error on the account.




Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

Here's another thread on the same topic.... same results as for me:

http://www.dslreports.com/forum/r25274431-Homephone-Number-portability


When porting never cancel the landline or you lose the number.
Let the VOIP provider take care of that problem. Once they inform porting is complete then ISP will ask you to call Bell and cancel.
I just finished porting Bell to New ISP.
The worst part is Bell asks you to pay for one month even though your line is dead.


And what's worse, is that when porting a number to voip, the second its ported you cannot even use the remaining 30 days on your bell service which they force you to pay. Unless you ***** them to assign you a new number for those 30 days. If they wont, then dispute the charge.

At least with TV or internet, you can still use the 30 days of extra service even though you may not want it.

And another thread: http://www.speakoutwireless.ca/speak/technical-service-details/porting-a-bell-cell-phone-number/


I was just today told by a Bell CSR that once i give them the 30 days notice, the number cannot be ported. Does anyone have recent first hand experience on this. Is it fact or was the CSR just blowing smoke?

So between the contract and the final results is what happens in real life. Bell scares you with their threat to cancel your number upon giving notice, so phone them with tape recorder running.....

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[l69norm]

My porting date was Aug 16, 2010. Your porting date was Oct 23, 2010. I don't think Bell changed anything in that 2 month period. I provided porting notice to Bell on Aug 1 2010. I was billed in advance for 30 days service for the month of Aug, 2010 and was refunded for the unused 15 days (after waiting 60 days).

Can you confirm that you provided Bell with at least 30 days notice (i.e. on or before Sept 23, 2010) ?

Do not mix up the concepts of "notice of cancellation" vs. "notice of porting"

[boblepp]

My porting date was Aug 16, 2010. Your porting date was Oct 23, 2010. I don't think Bell changed anything in that 2 month period. I provided porting notice to Bell on Aug 1, 2010. I was billed in advance for 30 days service for the month of Aug, 2010 and was refunded for 15 days (after 60 days).

Can you confirm that you provided Bell with at least 30 days notice (i.e. on or before Sept 23, 2010) ?

Do not mix up the concepts of "notice of cancellation" vs. "notice of porting"

I phoned. I said "I would like to give you 30 days notice that I do not want the phone anymore."

Them: "Yes, sir, Do you intend to keep your phone number?"

Me: "Yes, why? (knowing the potential reaction from other reading I had done)

Them: "If you give notice now, your phone number will be cancelled/held/flagged (I forget the exact word they used) and you will not be able to request it to be ported. You should just arrange for new service and those people will request the port so you will be sure to keep your number."

Me "Then you cancel my account?"

Them: "Yes, we automatically cancel when a port is requested, and then the 30 day period starts."

Me: "What 30 day period?"

Them: "Your 30 day cancellation period."

Me: "And you want me to pay for that 30 days?"

Them: " Yes, sir , that is the terms of your contract."

Me: "I do not have a contract, I have been monthly for years and I called to give the 30 days notice."

Them: "Well, you can give us notice but you will not be able to move your phone number once we flag the account as on notice."

Me: "You're joking, you want me to pay when I cannot use the phone?"

Them: " Yes, sir, once you port your phone it no longer works."

Me: ")(^)(^_(*^)^^%$#$#^%*&"...(not really, but they knew I was pissed) Good bye.

Called Brand X, they ported it, Bell did what they promised and dinged my Visa for 30 days.

I wanted the numbers as they are on business cards, they know that, so they threaten, and it worked. They most certainly talked me out of giving notice of cancellation by telling me I could not port if I gave notice.

I will pass on the answers from my Bell Head Office hatchet man if he replies.

It appears you were smarter then them when you did yours. But this is how they threatened me so what was I to do?


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[l69norm]

I phoned. I said "I would like to give you 30 days notice that I do not want the phone anymore."...

You essentially told them you are cancelling your account. You should have told Bell that you are giving them 30 days notice that you may porting out your number out as per the Bell terms of service (what they called the contract). You then confirm with the CSR that this is not notice that you are cancelling your account (i.e not to flag the account). If the CSR still does not understand and still tries to cancel the account, escalate higher to a supervisor. Remember, the first level guys are just contract workers in a third party call center and read out predefined scripts. The notice is valid for up to 60 days. If you do not port out within the 60 day window, nothing happens and you have to start the 30 day clock over again.

I'm pretty sure that I first read about how to port out from Bell on RFD

You should call CCTS back and complain that you tried to give Bell the 30 days notice as required on date XXX and the CSR either didn't understand or refused to put the porting notice on your account. Bell will have a record on file of your conversation on date XXX. You should be able to get the difference less 30 days refunded.

[boblepp]

Snip... You should be able to get the difference less 30 days refunded.

Nope, they refuse, they say everyone pays 30 days after port. When I get the confirming email from them I will post here.

Lies, lies and more lies I guess.

Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[l69norm]

Nope, they refuse, they say everyone pays 30 days after port. When I get the confirming email from them I will post here. Lies, lies and more lies I guess.

For Bell, see:
http://www.howardforums.com/showthread.php/1683386-Porting-out-in-Last-Month-of-Contract-and-Avoiding-Extra-Fees

What day did you call Bell to try to give them notice? Even if Bell screwed up, they will still have a note on your file confirming that you called Bell on that same day. Your complaint to the CCTS should be that you tried to comply with the Terms of Service and give Bell X days notice, they refused to take notice and that Bell then charged you 30 days service after porting.

In other words, your CCTS complaint should be worded that "..I tried to comply with the Bell Terms of Service and give Bell X days notice. Bell refused to comply with their own Terms of Service and penalized me $AA as a direct result...Bell should refund me for Y days or $BB...."

If all your CCTS complaint was about was only the 30 days, Bell's answer to the CCTS is that you did not provide them with 30 days advance notice as noted in the Bell "Terms of Service" .

For Rogers/Fido, see:
https://rogerswatch.wordpress.com/Porting/

[boblepp]

For Bell, see:
http://www.howardforums.com/showthread.php/1683386-Porting-out-in-Last-Month-of-Contract-and-Avoiding-Extra-Fees

What day did you call Bell to try to give them notice? Even if Bell screwed up, they will still have a note on your file confirming that you called Bell on that same day. Your complaint to the CCTS should be that you tried to comply with the Terms of Service and give Bell X days notice, they refused to take notice and that Bell then charged you 30 days service after porting.

In other words, your CCTS complaint should be worded that "..I tried to comply with the Bell Terms of Service and give Bell X days notice. Bell refused to comply with their own Terms of Service and penalized me $AA as a direct result...Bell should refund me for Y days or $BB...."

If all your CCTS complaint was about was only the 30 days, Bell's answer to the CCTS is that you did not provide them with 30 days advance notice as noted in the Bell "Terms of Service" .

For Rogers/Fido, see:
https://rogerswatch.wordpress.com/Porting/

Again, I think what some of you are missing is that I phoned to give 30 days notice, and I was told I must call the new provider FIRST, and that they would not process a 30 day notice if I wanted to port my number. They quoted 'it is a CRTC mandate' to do it this way.

Faced with a refusal to take 30 days notice without cancelling and holding my phone number captive, I proceeded with the new provider. And I knew full well that they were going to charge me 30 days anyway since they told me directly this was their policy.

As I was typing I though it would be easier to just phone them and ask the policy. I now have a voice recording of the current policy if you want it. She handled me identically to the Oct 23 call. "Call your new provider, they request the port, then 30 days later the account is cancelled.' When asked if I could give 'a notice of port in 30 days' she said "No, sorry, this is the only way to do it.'

If anyone wants the recording let me know. I will forward it to the Bell HO guy handling my complaint. Wish I had thought of this earlier, much easier to just record every call. Nettalk is free for wifi iPhone calls and has built in record.

If I can post it to web site (Youtube? maybe) I will post back.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

If I can post it to web site (Youtube? maybe) I will post back.


YOUTUBE clip of the official policy you will be given to port out your cell number


Well here it is: http://www.youtube.com/watch?v=Ty3w090K16I

I hope this clarifies adequately. I asked the question in multiple ways as others have suggested.

Same answer, go to the new guys and request a port, pay us for a dead phone for 30 days.

Not one penny was spent on cell providers in making this video.... nor were any of them injured as much as I would like to have done....

I thought it appropriate I used a Petro Canada based iPhone using free Nettalk to make and record the call, re-recorded that to MS free voice recorder to a .wma and then free Picasa to use it as a sound clip for a one page text slide slide and upload direct to my free Youtube account... all done on wifi at home for free. OK, I DID use up some of my *^*&^%*&% Rogers UBB cap, but I am way under anyway.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[Truemana]

I think some responders are getting caught up in the OP's specific situation details, rather than the overall issue, which is that you shouldn't have to use "account notes", the CCTS or weird billing cycle approaches in order to not be charged 30 days for service you can no longer physically use.

The truth is, that's wrong. The Telcos know it is. They do it as a last clawback. There's no legitimate reason for it

[l69norm]

For Bell, see:
http://www.howardforums.com/showthread.php/1683386-Porting-out-in-Last-Month-of-Contract-and-Avoiding-Extra-Fees
<fixed link>

For Rogers/Fido, see:
https://rogerswatch.wordpress.com/Porting/

CCTS recognizes that this is a problem in their yearly report

[boblepp]

For Bell:
http://www.howardforums.com/showthre...ing-Extra-Fees

For Rogers/Fido, see:
https://rogerswatch.wordpress.com/Porting/

CCTS recognizes that this is a problem in their yearly report

The Bell link fails.

I found the CCTS report very informative on the 30 day issue, but all they can do is recommend providers play fair, BUT, it looks like they are siding with the consumer on the double dip... http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf

Until such time as the industry has created another
solution, we recommend that customers seeking to port
their number to a new provider first verify whether they
are required to provide 30 days’ notice of termination
to their current provider . If such notice is required, we
recommend that the customer ask the new provider to
future date the porting order by 30 days .

With Bell you can ask for a future port but they will refuse.

Sounds like I will get my money back if an investigator gets involved.

If anyone gets a successful future port with Bell please post back here? Thanks!


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

If anyone gets a successful future port with Bell please post back here? Thanks!

This gets better each day and if I bore you move along. I hope it helps people in future ports to know what they want to hear at Bell. It seems now you do not precisely HAVE to tell them your ARE cancelling in 30 days....

Vanya from Bell Head Office Toronto phoned back today. I had sent him an email asking him to reply to the CCTS on my complaint since they show it outstanding, and I sent along quotes from the CCTS annual report and a youtube link to his operator telling me I could not request a future port or leave 30 days notice without locking my number..

He states once more that I should have given 'notice that in 30 days you were thinking of switching' and then port in 30 days. He used the word 'thinking' so according to him you need not specifically say you are cancelling, just thinking is enough (not in the contract by the way)... this is quite subtle yet clever, and I never would have thought of deceiving Bell in that way since I knew I was leaving, but that is what he told me I should have done. Live and learn.

At this point I assume I would not get the 'half your money back' offer like our first conversation.

I repeated and raised my voice unfortunately, but it was to no avail as he stated again that their operators are trained to accept a '30 day thinking of switching' note on the file with no hold on the number for porting. I differed.

I asked if he had reviewed the youtube clip. No, he is not allowed to watch ANY video at work.

I asked if he had read last year's CCTS annual report, and he asked 'what report?' so I explained that his CCTS issues a report and specifically chastised the industry for threats of number holding and double billing. He stated he had not read it.

Now, remember, this is the guy at Head Office who handles complaints. He does not read what the CCTS writes about the processes he arbitrates. I would think this would give him an edge in future cases if he knows how the CCTS rules.

I asked if I could send an attachment of the sound clip, he declined saying they are not allowed to open attachments for security reasons. I guess they do not use their own anti virus solutions: http://service.sympatico.ca/index.cfm?method=content.view&content_id=13594

I asked if he could view it tonight at home, he declined. I forgot to ask if he had an iphone or android, but maybe he did not want to risk the Bell cellular network on my voice clip.

He asked if I got the youtube clip operator's name, I said no. I said if I could get another clip with her name spoken would he review it, he declined... no attachments. I will try to play it back over the phone to him.

I said I would be happy to call the operator who I spoke with Oct. 23 and I asked for her first name, he declined to give it to me. He said I could not ask for a specific operator on call back anyway. I asked how I would be able to find her then, and he said he knew her name. AHA, if he knew her name then he knows I called, and since I could not ask her to do anything without holding my number ransom, I called Rogers. So, he admits I called, but he says I did not give notice.... arrggghh. I guessed I called Oct. 23 to pass the time of day and never mentioned my monthly contract.

We danced in circles, so I asked for his supervisor, and Vanya said he would call back. I yelled at him some more ( I must call and apologize). This was not nice but he took me beyond my patience. To his credit he remained quite calm, years of practice I guess. I know I shall get nowhere with him but I think this is true of any agent they could assign.

So I will make another call and record it after asking her name.

Moral to date... voice record every conversation with your provider, make notes, and make sure you ask for an identifying name or employee number. And call Vanya if you want to be safe.

My transcript:



Me: Oh, good afternoon, I’m not sure did I end up with a French operator?
Bell: Yeah, but I can talk to you in English if you want, dear.
Me: Yeah, OK, thanks, it’s a question on policy, umm, from a Bell Mobility phone that I’m going to port to another supplier and it’s on a monthly contract because the contract ran out years ago. Umm, Can you tell me what the official best way to do it, to port, when I want to be able to port my number over to the new supplier?
Bell: Well, basically all you need to do is go to the supplier and explain that you want to make a port out. What will happen is that they will transfer the cell phone number. You don’t even have to deal with us. Basically what will happen is that your cell phone account with Bell Mobility will get on suspension for 30 days. After that it will get cancelled
Me: Oh, OK, Can I not give you 30 days notice first and avoid paying for 30 days with no service.
Bell: No, it’s the same procedure because the line needs to stay active for them to be able to port out the number and it gets done automatically by the system.
Me: Can I not give you 30 days notice saying in 30 days I am going to port it.
Bell: Nope.
Me: No. Absolutely, eh?
Bell: No. That's not the way to proceed...I am sorry about that, do you want me to go take a look at the account to make sure that you don’t have any contract?
Me: No, no I know I don’t. I’ve had it for 20 years and the last contract I signed was about 10 years ago, so it’s just month to month.
Bell: As you wish.
Me: Ok thanks very much.
Bell: You’re very welcome. Thanks for choosing Bell.
Me: Bye bye
Bell: Bye

End of call


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

No money in hand yet but a promise of a full credit from Vanya's supervisor. Nice lady, listened well, and stated that the policy exists to flag an account as having given 30 days notice in advance without locking the number. The two random people I spoke to 3.5 months apart simply had been trained incorrectly.

Regrettably she sided with her employee on the issue of remaining aware of CCTS rulings and comments, he is simply too busy to read that annual report.

She promises to restate to management that the operators need to be retrained. I stated my belief their training has been working quite well as the CCTS points out.

So to those of you who have this problem now or ahead of you.... plan ahead, record voice on everything, take names and numbers and statements in writing, ask for a supervisor right away, pay by Visa and stop monthly pay right away.

What will I do with all my spare time now?


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[bpwong33]

I was able to get a refund by filing a complaint with the CCTS after I called Fido about the extra 30 days to port. Have not seen the money yet but just got a call from Fido, hopefully I will see the money back onto my credit card.

[boblepp]

I was able to get a refund by filing a complaint with the CCTS after I called Fido about the extra 30 days to port. Have not seen the money yet but just got a call from Fido, hopefully I will see the money back onto my credit card.

Great! I got my letter of apology from Bell and a promise of a cheque .... in 4 to 6 weeks! They play dirty to the end!

Be sure everyone makes a CCTS complaint and you will get your money back since the improper practice is well known to CCTS and CRTC.

Bell, and others, just play a numbers game hoping you will simply roll over and pay.

Edit: I got and cashed the check. Bell did not respond to the Visa dispute so I got to keep that credit unchallenged.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

..big snip...
They caved and gave the credit. Money is returned via cheque in 4-6 weeks.

Again it is some strange that BOTH Rogers and Bell, once they agree to refund, BOTH take 4-6 weeks to get you a check?? Almost as if they agreed with each other to use the same process. It increases their bank 'float' by a measurable amount I guess.

[dealz4all]

Again it is some strange that BOTH Rogers and Bell, once they agree to refund, BOTH take 4-6 weeks to get you a check?? Almost as if they agreed with each other to use the same process. It increases their bank 'float' by a measurable amount I guess.

Same techniques used by mail-in rebate companies. They expect the customers to forget about this and they will send out the cheques to only those who call them.

Yes, North america is business friendly. and Yes consumers get shafted by corporations.

[schmoozer]

...got charged with 30 days of billing because Rogers claims you need to give them 30 days cancellation notice...

Not to detract from the OP's point, but when was the last time any sane person(s) paid for services *not* rendered?

To be paid or even a demand for payment, for services not done/given - is just *insane*.

Even if it wasn't absurd as an idea to begin with, hasn't it ever occurred that the sole reason corps. are unable to do this to the biggest income earners (other corps.) - is that something so preposterous, has no legal standing?


The biggest trick corps. ever got anyone to believe was that they have zero statutory rights - while they have it all (gimme a break :rolleyes:). Almost every threat corp. reps. make is nothing but legal flustering/blustering (if it can be called such); and if people are willing to be floor/door mats for the rest of their lives - good luck with that.

[trixR4kids]

would it work if i switched over to a different credit card and right after my port over from wind, cancel the card or call to stop all payments from the company? (e.g. fido) To avoid paying for the 30 days of service

[boblepp]

would it work if i switched over to a different credit card and right after my port over from wind, cancel the card or call to stop all payments from the company? (e.g. fido) To avoid paying for the 30 days of service

Give 30 days notice and record the call or get a confirmation in writing. Ask if they intend to charge you 30 days beyond that. 1 out of 6 Bell reps know the correct procedure, may be same elsewhere, so try another rep or 3 if they say they plan to charge. If no rep will agree with you to not pay after the 30 days, port over after the notice period, tell them and credit card company that you do not wish to pay by credit card and you require a final invoice in the mail. If they send you one, enter teh dispute with CCTS and you will win.

You don't say what contract if any you have, are going FROM Wind TO Fido? or the other way? If you have time left on a multi year contract you are on the hook for cancellation fees.

[trixR4kids]

Give 30 days notice and record the call or get a confirmation in writing. Ask if they intend to charge you 30 days beyond that. 1 out of 6 Bell reps know the correct procedure, may be same elsewhere, so try another rep or 3 if they say they plan to charge. If no rep will agree with you to not pay after the 30 days, port over after the notice period, tell them and credit card company that you do not wish to pay by credit card and you require a final invoice in the mail. If they send you one, enter teh dispute with CCTS and you will win.

You don't say what contract if any you have, are going FROM Wind TO Fido? or the other way? If you have time left on a multi year contract you are on the hook for cancellation fees.

I am currently on Fido and my contract expired with them several months ago. Im constantly dinged with the 911 fee charge of 6.95 and wanted to switch over to Wind. Just that after reading these pages, it seems like a long and not always successful process of getting back the money you pay for the extra 30 days. If i just do not allow payments on my cc, would that affect me in any way?

[boblepp]

I am currently on Fido and my contract expired with them several months ago. Im constantly dinged with the 911 fee charge of 6.95 and wanted to switch over to Wind. Just that after reading these pages, it seems like a long and not always successful process of getting back the money you pay for the extra 30 days. If i just do not allow payments on my cc, would that affect me in any way?

6.95 fo 911? That is absurd, sure it is not a system access fee or similar? Never been with Fido.

They say:
you may terminate any or all of your Services upon no less than 30 days’ advance notice by contacting Fido at the appropriate points of contact specified in these Terms; and
Fido may terminate any or all of your Services or accounts upon no less than 30 days’ advance notice to you at your billing address.
Applicable charges continue to apply until the end of the notice period or until the Services are no longer accessible by you, whichever is later. The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s), and an ECF may apply as set out in Section 9.

So they do not say they will charge 30 days extra, you just need to give them 30 days notice.

Have you spoken at all to them?

[l69norm]

I am currently on Fido and my contract expired with them several months ago. Im constantly dinged with the 911 fee charge of 6.95 and wanted to switch over to Wind. Just that after reading these pages, it seems like a long and not always successful process of getting back the money you pay for the extra 30 days. If i just do not allow payments on my cc, would that affect me in any way?

See:
https://rogerswatch.wordpress.com/porting/


Also, Wind has a $100 porting credit that you can use to help offset the Rogers/Fido charges
http://www2.windmobile.ca/en/Pages/100port-incredit.aspx

[boblepp]

Mobility Head Office phoned me.

I have been trying to get a definitive reason why they train two opposing techniques for a simple 30 days notice situation before transferring your number. Today I got a call back through the 'escalation' procedure on Bell's site.

She asked me my concerns and I asked why did they train their people in two different techniques to give 30 days notice. One is no charge and one charges 30 days for no service.

She said she does not know, but she says 'you must pay 30 days after you transfer your number'.

This gets more bizarre with each call. They gave me back my money back twice and apologized, but they still say the policy is to charge 30 days. Unless you know what to ask for.

This is so insulting to know they take advantage of unsuspecting customers by design.

I asked for her manager. On hold for 10 minutes. I was then told to expect a call within 48 hours.

Any lawyers out there?

[boblepp]

Just got a second call from M. Zamor saying her boss will not be replying to my question on why they train two opposing procedures.

She says I must complain to the CCTS. Full circle once again.

CCTS already knows of the abuse.

Man, what a cover up. And no one to help.

Told her I'd just post the 5 recordings, 4 wrong, 1 right, to Youtube. OK she said. No morals at all. Well, me neither.

[anotherguy]

If you called up and say you want to cancel and get put through to Retentions, should that be enough to argue that you gave them notice?

[boblepp]

If you called up and say you want to cancel and get put through to Retentions, should that be enough to argue that you gave them notice?

Doubt it. When you call to give notice they may say you did not give notice, so......

Get names and employee numbers. ask for notes to be put on your account. call back the next day and ask them to read you the notes back. It's all cover ***** , I am sorry to say. They are not honorable.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[harryt]

When I call I am recording my call and that way I also have PROOF on my cell phone bill phone history. That I called at X time. I will like to see them fight that if they claim I didn't give a 30 day notice even though I will have at that time.

[boblepp]

Here are 4 reps being asked the same questions, only one gave the right answers... YouTube clips (http://www.youtube.com/results?search_query=bell%20mobility%2030%20days)


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[l69norm]

Here are 4 reps being asked the same questions, only one gave the right answers... YouTube clips (http://www.youtube.com/results?search_query=bell%20mobility%2030%20days)

You should ask the election candidates in your riding what they intend to do about the issue should they be elected - internet/cellular reforms (i.e. intenet/cellular companies taking advantage of consumers, Cellphone company inactions, CRTC/CCTS ineffectiveness, etc).

You are "preaching to the choir" here

[kiasu]

got my money back after filling through CCTS...thx OP and rest of RFDers..

[boblepp]

got my money back after filling through CCTS...thx OP and rest of RFDers..

Great! Every little bit hurts them!


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[pete_rfd]

i'm quite surprised it went so easy ever since reading all the horror stories on here about this. i didn't call bell once about porting my number over, i called just to make sure i'd receive a credit when we received our last bill of the full amount. the next bill came for $0, but after checking online, there was a credit on the account. i emailed to ask how we would receive this credit, they replied saying a cheque would be mailed 4-6 weeks. no issues what so ever will bell.

[jtcb]

Is this still the case when porting out of Rogers? Rogers still charges for 1 month of service for porting? I might switch to Wind soon?

[AnnieChewy]

Is this still the case when porting out of Rogers? Rogers still charges for 1 month of service for porting? I might switch to Wind soon?

Hey, I recently switched to Mobilicity from Fido (owned by Rogers). I was dinged for 30 days worth of services not rendered since the day I canceled.

So this is my question: do I file a complaint and not pay; or do I pay and file a complaint, and wait for things to play out?

[boblepp]

Is this still the case when porting out of Rogers? Rogers still charges for 1 month of service for porting? I might switch to Wind soon?

They don't charge you "30 days for porting"... they will charge you 30 days if you fail to give whatever notice your contract requires. Where they cheat is to tell you a process that makes you bypass giving the required notice.

So, give the required notice, keep notes, record if you can, ask them to place a note on your file with date/time you gave notice and what date you plan to port. Call back the next day and ask for a read back of the note from yesterday.

Wait out the notice period. Contact the new supplier early on the date you told them you would port out.

That should do it.

If anyone tries to tell you 30 days payment is MANDATORY or REQUIRED, ask to speak to a manager or ask for them to send you that in writing. They won't. That's not legal per the CRTC.

It's a con game. Be prepared, Hold your ground. Ask for a manager. Take notes. Record.

End of speech.

If you get a recording of them telling you 30 days payment is required, let me know. I will add it to Youtube.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[stryder1587]

I ported out of Rogers on Sept 30 to Mobilicity. It was deactivated and I wasn't able to use the Rogers sim Oct 1-30 but I was billed for that period because I didn't give them the 30 days notice. I read about how they might leave your account in a "frozen" state and block the port if you call in so you risk losing your number, that's why I didn't give them the 30 day notice. I filed a complaint with CCTS, they said it's valid, and today someone from Rogers told me that those charges are valid because I was supposed to warn them and that they wouldn't have frozen my account.

Is there anything I can do to get my money back? It's only like 20 something bucks, but it's the principal and sticking it to Rogers that counts for me.

[Pochacco]

Sorry if this feels like I am hijacking the thread but has anyone has experience with how Telus handles porting? I am about to sign up with Mobilicity tomorrow and port my number out. Should I call Telus and advised them that I will be cancelling with them or give them notice that I plan to port my number in the near future, like said in the next 30 days or 60 days? I'm with Telus on a month to month basis...

[ceredon]

Sorry if this feels like I am hijacking the thread but has anyone has experience with how Telus handles porting? I am about to sign up with Mobilicity tomorrow and port my number out. Should I call Telus and advised them that I will be cancelling with them or give them notice that I plan to port my number in the near future, like said in the next 30 days or 60 days? I'm with Telus on a month to month basis...
Ports are handled by the 'new' carrier. So in your case, you contact Mobi and have them initiate the port. Request the future dated port as you mention to avoid the 30 penalty.

[boblepp]

Ports are handled by the 'new' carrier. So in your case, you contact Mobi and have them initiate the port. Request the future dated port as you mention to avoid the 30 penalty.

Wrong. The new carrier is not responsible for giving YOUR carrier the required contract notice, only YOU can do that.

DO NOT LET the new carrier do your port without YOU calling Telus first and complying with the advance notice required. If you do not do this you will be charged 30 days. Give notice and about 5 days ahead of the end date get your new carrier to port right away.

If your carrier threatens to lock or suspend your phone number, ask for a manager, mention CRTC rules and the 2010 CCTS annual report. Record every conversation.

Be firm, stand your ground, comply with your contract. If you are not firm, be prepared to pay the 30 days, since they will walk all over you. I wish I could make a business out of handling both sides of a port to save you money. Maybe a Skype conference call to your carrier would do it.

Assumptions: Telus acts like Bell and Rogers since they conspire to do ports to their financial advantage.

[ceredon]

Wrong. The new carrier is not responsible for giving YOUR carrier the required contract notice, only YOU can do that.

DO NOT LET the new carrier do your port without YOU calling Telus first and complying with the advance notice required. If you do not do this you will be charged 30 days. Give notice and about 5 days ahead of the end date get your new carrier to port right away.

If your carrier threatens to lock or suspend your phone number, ask for a manager, mention CRTC rules and the 2010 CCTS annual report. Record every conversation.

Be firm, stand your ground, comply with your contract. If you are not firm, be prepared to pay the 30 days, since they will walk all over you. I wish I could make a business out of handling both sides of a port to save you money. Maybe a Skype conference call to your carrier would do it.

Assumptions: Telus acts like Bell and Rogers since they conspire to do ports to their financial advantage.
CWTS: http://www.wirelessnumberportability.ca/english/quickReferenceGuide.html


Do NOT cancel your current service, as only active telephone numbers are eligible to be transferred to a new service provider. Contact the service provider you want to switch to first. The new service provider will contact your old service provider to transfer your phone number. Individual service providers will determine what fees may be applicable for WNP service.

CRTC: http://www.crtc.gc.ca/eng/INFO_SHT/t1025.htm

You have to ask your new service provider about keeping your phone number before you cancel your current service.


CCTS http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf

The easy answer appears to be for the customer to give 30 days’ notice to the old provider and then port the number to the new provider . However, in order to port a number to another provider, the number must remain active . So the customer cannot cancel service with the old provider until after the porting order is completed . If (s)he does, the old provider will cancel the number and the customer will be unable to port it.

So the customer is forced to contact the new provider and request that it port the number . Once this is done, the old provider will release the customer’s number to the new provider . But it will continue to bill the customer for another 30 days of service since 30 days’ notice was not provided . The customer is also billed for service by the new provider who is now delivering the service . As a result, the customer must pay both providers for service for a period of 30 days if (s)he wishes to port the number .
In our view, this practice fails to achieve the objective of allowing customers to switch telephone companies without “unwarranted cost or inconvenience .” In fact,
it accomplishes the opposite—customers are put to additional inconvenience and extra cost . The current process is unfair to customers . There is no reason for a customer to have to make more than one call, or to pay two providers for the same month’s service .
We therefore strongly urge the industry to find a solution that does not require consumers to pay two providers for the same period when only one is actually providing the service . This would achieve the objective of allowing customers to switch service providers without “unwarranted cost or inconvenience .”
Our review of these complaints leads us to believe that there are at least two possible industry solutions to this problem . One option would be for providers to revisit the policy of requiring 30 days’ notice for termination of service when a customer is porting to another provider .
A second option involves “future dating” of a porting order . We have found during the course of some investigations that providers can future date a porting order by up to 30 days . So when the new provider receives a request to port in a customer’s number, it can date
the request 30 days into the future . The old provider can accept this as the customer’s 30 days’ notice . During
this period the old provider continues to provide service and only it bills the customer . Thirty days later, when the number is ported, the new provider begins to provide the service and only it bills the customer . One phone call, one monthly fee.


If you are going to say someone is wrong, at least know what you are talking about. Especially if you reference the CCTS 2010 report which explicitly recommends my suggestions

[dasda]

Great Thread guys. Very informative.

[Pochacco]

Ports are handled by the 'new' carrier. So in your case, you contact Mobi and have them initiate the port. Request the future dated port as you mention to avoid the 30 penalty.

Okay... just to clarify, I request Mobi for the future dated port to avoid the 30 days penalty or do I request that from Telus?

Thanks in advance...

[ceredon]

Okay... just to clarify, I request Mobi for the future dated port to avoid the 30 days penalty or do I request that from Telus?

Thanks in advance...

Mobi (your new carrier). 30 days ahead and ensure you explain you wish to future date the port request. If the rep doesn't understand get another rep or manager.

[Pochacco]

Mobi (your new carrier). 30 days ahead and ensure you explain you wish to future date the port request. If the rep doesn't understand get another rep or manager.

All rite :) Thanks ceredon!! :)

[Buci]

Great tip, sorry i didn't know before. Ported 2 of our numbers from fido to rogers and they made me pay almost $200 for that. I guess is too late now :(

[ceredon]

Great tip, sorry i didn't know before. Ported 2 of our numbers from fido to rogers and they made me pay almost $200 for that. I guess is too late now :(

Was that termination fees or last month? If ECF, fido refund it if you signed for 3 years with Rogers. If it was final month fees you could call fido and explain that according to CCTS you should have been charged last 30 days. I know Rogers had started to issue refunds for this without a CCTS complaint recently. If fido says no then escalate to CCTS.

[boblepp]

CWTS: http://www.wirelessnumberportability.ca/english/quickReferenceGuide.html


CRTC: http://www.crtc.gc.ca/eng/INFO_SHT/t1025.htm


CCTS http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf



If you are going to say someone is wrong, at least know what you are talking about. Especially if you reference the CCTS 2010 report which explicitly recommends my suggestions

OK, let me try one more time. Bold and large font characters ahead for emphasis.....

I do know what I am talking about, I did what you said and violated the 30 days notice requirement. And you are quoting the report but failing to understand its meaning. You fail to see what they want in the future versus what they see today. They cannot tell the carriers what to do so they do not, they only use words like 'can', 'should', 'may' and 'might' etc. The CCTS is funded by the carriers. They are an intermediary, not a judge and jury, they set no rules, they change no policies, they just shuffle your complaints around and if you cannot talk yourself out of a charge they make a decision for or against you based on facts. Fail to give notice, as a fact, and they cannot decide in your favor. Give 30 days notice, pay for those days, and then port and you will not have to pay beyond those 30 days.

The report is full of what they suggest or wish for. It is not a statement of what you should do today. It is a dream of what they would have you ABLE to do in future. OK?

CCTS says
A second option involves “future dating” of a porting
order . We have found during the course of some
investigations that providers can (meaning MAY or MAY NOT) future date a porting
order by up to 30 days . So when the new provider receives
a request to port in a customer’s number, it can (meaning MAY or MAY NOT) date
the request 30 days into the future . The old provider can (meaning SHOULD in the future since they do not today, they simply port you out )
accept this as the customer’s 30 days’ notice . D

It says to not CANCEL with your old provider, that is correct, but you MUST give them the notice. The report does not say to NOT call the current, it only says NOT TO CANCEL. It says "can" meaning "in the future if we beat them up and they agree to change, they SHOULD let you make one call to BOTH give notice and plan a port date. But today you need 2 calls".

The annual report states what a perfect world will be like. And it describes how the suppliers cheat you... RIGHT NOW.

Today, however, if you ask the new carrier to port you over... they will port you, right now, today, and the old carrier will charge you for no 30 days notice as per their contract. Fail to call your current supplier and you will be charged and you have no excuse. They conspire to do this for each other so they can take a bite of your ***** as it goes out the door since you have been so stupid to move. If all of them do it, none of them stand out.

It SHOULD be one call, but today it is two calls. Call your current, ask for your account to annotated that you gave 30 days notice but you want it active for those 30 days. If they refuse and you recorded the call, take them to court or to the CCTS. Fact is, they can do and say whatever they want and then force you to fight back. They do not listen to the CRTC or CCTS on this issue. They do not have to since neither group has any authrity over their actions. They only set policy, and request compliance, they do not FORCE compliance. If you doubt me on this, try to talk to the CRTC about it, they blow you off in the first minute saying they have no jurisdiction over carriers contract terms you signed for. I have the recordings on Youtube proving Bell will lie to you 4 times out of 5 how to do it. Only one of their CSR's gives the correct advice yet all 5 are adamant they gave the correct procedure.

Near the end of the 30 days, tell your new carrier to port. Record your phone calls to both. Use Visa for payment,.

So, go ahead and not tell your current supplier of 30 days notice. You're beat if you do not call. That's the trick they set you up for..."Just call your new supplier and let them handle it." is what they will tell you because they know that you will not give the REQUIRED 30 days notice.

If anything causes you to be billed, then claim to CCTS, dispute to Visa, go through the ugly phone calls from your old carrier. Eventually your money will return, maybe twice, mine did as Bell did not even respond to Visa when asked to explain why they charged for no service.

I am weary of this same old battle of words over advice to how to port.

Make it simple for me....

How can the new carrier prevent you from being charged 30 days by your old carrier?

They are competitors complicit in an evil plan to foll you into not giving notice. Make it clear for me..... who does what, and when do they do it.

Give sample dates for every action you are suggesting.

And tell us what carrier you were able to dump without giving notice.

I tried with Bell and they charged. And Bell later relented, no thanks to CCTS. But thanks to Visa I got it back twice.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

Was that termination fees or last month? If ECF, fido refund it if you signed for 3 years with Rogers. If it was final month fees you could call fido and explain that according to CCTS you should have been charged last 30 days. I know Rogers had started to issue refunds for this without a CCTS complaint recently. If fido says no then escalate to CCTS.

The CCTS cannot get back your money if you failed to give the required notice to terminate.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[killer007]

um....what about this? I need the porting fee?

i am on a family plan with 3 ppl in the plan

today someone from rogers told me 2 of the ppl in the contract will be ended nov and the last person will be end next year (cuz last person was added later in the family plan 3 years ago)

If i want to switch to Wind, i need to separate the family plan bill into 3 separate bill first?
Can i separate all 3 ppl's phone bill when 2 of the ppl's contract end? because I want to switch to Wind, and the other one will be pay as you go one...

but what about the other person who still in the contract?
i have to pay for the early cancel fee right? cuz the family plan was suppose to be a deal, and if you add more ppl the extra person will get it cheaper, but if i am leaving, won't that plan change cuz the main account person leave?

[boblepp]

All rite :) Thanks ceredon!! :)

Careful, if they do it early 'by mistake' you are sunk. Let us know if you can get them to future date your port request. This means they are doing it without your money or commitment in hand.

[boblepp]

Mobi (your new carrier). 30 days ahead and ensure you explain you wish to future date the port request. If the rep doesn't understand get another rep or manager.

WRONG.

You MUST give notice to your CURRENT supplier YOURSELF if the contract calls for it. You cannot remain silent for those 30 days and then say "Well, I told Mobi to tell you I was cancellingin 30 days". Mobi is not the one who signed the contract, you are.

ceredon misread a report of what the FUTURE could be like if the carriers changed their policies, but they won't since it makes them too much money.

Make the 2 calls.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[killer007]

WRONG.

You MUST give notice to your CURRENT supplier YOURSELF if the contract calls for it. You cannot remain silent for those 30 days and then say "Well, I told Mobi to tell you I was cancellingin 30 days". Mobi is not the one who signed the contract, you are.

ceredon misread a report of what the FUTURE could be like if the carriers changed their policies, but they won't since it makes them too much money.

Make the 2 calls.


so if i change to wind when my contract end in Nov, i have to tell Rogers that I am not going to continue with this contract and going to switch to Wind the next billing cycle? (just let Rogers know i am changing carrier in a month right?)

so i have to wait until Dec to switch to Wind?

[boblepp]

Ports are handled by the 'new' carrier. So in your case, you contact Mobi and have them initiate the port. Request the future dated port as you mention to avoid the 30 penalty.

WRONG.

Ports are requested by the new carrier but are HANDLED by both.

If your contract requires 30 days notice, then that is for YOU to do yourself, not your new carrier. Your new carrier does not provide your old carrier with 30 days notice. They cannot. They did not sign the contract. You did.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[killer007]

what is the fee if i didn't give notice to Rogers?
if my contract end and go straightly to Wind and let Wind port the number, what is the fee they will charge me?

[boblepp]

to: ceredon

I have taken time to reply to your incorrect advice to a few questions in this thread.

Before we come to blows....

You seem adamant that switching can be done without providing required notice per the contract. This is always incorrect. Any company with a contract you agreed to will have provisions for ending that contract, or even ending month to month accounts. Break their contract and you must pay and CCTS cannot do anything for you.

Or do you work for one of the carriers?

Help me understand why you tell people the wrong thing to do.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[boblepp]

what is the fee if i didn't give notice to Rogers?
if my contract end and go straightly to Wind and let Wind port the number, what is the fee they will charge me?

Don't trust us here, call Rogers and ask.

I believe even when your contract is about to end you must give notice 30 days ahead of the 'end date' that you will indeed be leaving. Why?... because they can have any contract terms they want at any time, and they want you to tell them 30 days ahead you intend to leave.

[boblepp]

so if i change to wind when my contract end in Nov, i have to tell Rogers that I am not going to continue with this contract and going to switch to Wind the next billing cycle? (just let Rogers know i am changing carrier in a month right?)

so i have to wait until Dec to switch to Wind?

You can be on Wind the last day of your 30 days notice if you plan it correctly. Give Rogers notice 30 days ahead of your contract end date, record the call or have a witness. Port out to wind on day 29 and only have paid for one day extra to Rogers. It all depends on how many days of overlap you want to pay for.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[killer007]

ah thanks
i will call them tomorrow and see what happen...
that sounds about right

[ceredon]

OK, let me try one more time. Bold and large font characters ahead for emphasis.....

I do know what I am talking about, I did what you said and violated the 30 days notice requirement. And you are quoting the report but failing to understand its meaning. You fail to see what they want in the future versus what they see today. They cannot tell the carriers what to do so they do not, they only use words like 'can', 'should', 'may' and 'might' etc. The CCTS is funded by the carriers. They are an intermediary, not a judge and jury, they set no rules, they change no policies, they just shuffle your complaints around and if you cannot talk yourself out of a charge they make a decision for or against you based on facts. Fail to give notice, as a fact, and they cannot decide in your favor. Give 30 days notice, pay for those days, and then port and you will not have to pay beyond those 30 days.

The report is full of what they suggest or wish for. It is not a statement of what you should do today. It is a dream of what they would have you ABLE to do in future. OK?

CCTS says

It says to not CANCEL with your old provider, that is correct, but you MUST give them the notice. The report does not say to NOT call the current, it only says NOT TO CANCEL. It says "can" meaning "in the future if we beat them up and they agree to change, they SHOULD let you make one call to BOTH give notice and plan a port date. But today you need 2 calls".

The annual report states what a perfect world will be like. And it describes how the suppliers cheat you... RIGHT NOW.

Today, however, if you ask the new carrier to port you over... they will port you, right now, today, and the old carrier will charge you for no 30 days notice as per their contract. Fail to call your current supplier and you will be charged and you have no excuse. They conspire to do this for each other so they can take a bite of your ***** as it goes out the door since you have been so stupid to move. If all of them do it, none of them stand out.

It SHOULD be one call, but today it is two calls. Call your current, ask for your account to annotated that you gave 30 days notice but you want it active for those 30 days. If they refuse and you recorded the call, take them to court or to the CCTS. Fact is, they can do and say whatever they want and then force you to fight back. They do not listen to the CRTC or CCTS on this issue. They do not have to since neither group has any authrity over their actions. They only set policy, and request compliance, they do not FORCE compliance. If you doubt me on this, try to talk to the CRTC about it, they blow you off in the first minute saying they have no jurisdiction over carriers contract terms you signed for. I have the recordings on Youtube proving Bell will lie to you 4 times out of 5 how to do it. Only one of their CSR's gives the correct advice yet all 5 are adamant they gave the correct procedure.

Near the end of the 30 days, tell your new carrier to port. Record your phone calls to both. Use Visa for payment,.

So, go ahead and not tell your current supplier of 30 days notice. You're beat if you do not call. That's the trick they set you up for..."Just call your new supplier and let them handle it." is what they will tell you because they know that you will not give the REQUIRED 30 days notice.

If anything causes you to be billed, then claim to CCTS, dispute to Visa, go through the ugly phone calls from your old carrier. Eventually your money will return, maybe twice, mine did as Bell did not even respond to Visa when asked to explain why they charged for no service.

I am weary of this same old battle of words over advice to how to port.

Make it simple for me....

How can the new carrier prevent you from being charged 30 days by your old carrier?

They are competitors complicit in an evil plan to foll you into not giving notice. Make it clear for me..... who does what, and when do they do it.

Give sample dates for every action you are suggesting.

And tell us what carrier you were able to dump without giving notice.

I tried with Bell and they charged. And Bell later relented, no thanks to CCTS. But thanks to Visa I got it back twice.
No, I am sorry, you are reading the report wrong. Notice that they very clearly say
"We have found during the course of some investigations that providers can future date a porting order by up to 30 days So when the new provider receives a request to port in a customer’s number, it can date the request 30 days into the future The old provider can accept this as the customer’s 30 days’ notice During this period the old provider continues to provide service and only it bills the customer Thirty days later, when the number is ported, the new provider begins to provide the service and only it bills the customer One phone call, one monthly fee.

Until such time as the industry has created another solution, we recommend that customers seeking to port their number to a new provider first verify whether they are required to provide 30 days’ notice of termination to their current provider If such notice is required, we recommend that the customer ask the new provider to future date the porting order by 30 days"

Notice that the only forward looking statement, the second paragraph, says until the carriers change, the future dating option is the recommended route for customer NOW. The first paragraph explicitly details what is possible NOW and says that the 30 day notice can accept this as the 30 days notice. You are right, that the carriers are dirty players and may try to charge you yet another month, but since CCTS themselves says that the future date is the best route and is acceptable in their opinion, that very clearly shows how they would decide if a complaint did happen.

You are also correct that the CCTS recommendations are recommendations as to what the industry should adopt as general policy and be used to instruct customers. They haven't done this, but that doesn't change the fact that CCTS believes the recommendation is a viable option for customers to use today.

As far as the authority of CCTS, yes they are funded by the carriers and yes they act as am intermediary. But, they do have some authority. The carriers are mandated by law to belong to and to fund the CCTS. They do not have a choice. Also, the CCTS does have the authority to force the carriers to abide by their decisions.



13. What is a Recommendation?

When we investigate a complaint but cannot “mediate” a resolution, we may make a Recommendation. We write to you and the provider, detailing our analysis of the complaint and recommending the resolution that we believe is appropriate. Both you and the provider have 20 days to consider whether or not to accept the Recommendation. If both accept it, the matter is considered resolved. If either you or the provider rejects it, we expect you to write to us and explain your reasons for rejecting it. We will then issue a Decision.

14. What is a Decision?

A Decision is the final position of our office in connection with the complaint. The Commissioner will review the reasons for the rejection of the Recommendation, and will then issue a Decision. The Commissioner may maintain the Recommendation, or may modify or change it. You are not required to accept the Decision if you disagree with it. If you accept it, it becomes binding on the service provider and must be implemented. If you reject it, the provider is not required to carry it out. You retain all of the usual legal rights and remedies and are free to pursue them. Either way, let us know within 20 days.

The CCTS has already stated their position on the 30 day fee showing what their decision would be if one follows their rules and recommendations.

Personally, I hate our carriers and have no illusions that the CCTS has been as co-opted by the carriers as the CRTC. However, given our limited options for fighting back against the carriers, I have no problem suggesting using their own rules and industry standards against them.

And realistically, the incumbent carriers hate the idea of you contacting the new carrier to initiate the port without contacting them first. They lose the opportunity to try to retain you or to scare you into staying. The new carriers, like Wind and Mobi love it for exactly the same reason, that they don't risk Robellus trying to change your mind when you call them.

[heatchem]

I am currently going through this nightmare process, the following is my story and what I have submitted to the CCTS and Fido. I feel I have followed their rules and have gotten word from managers and customer service people that I will not have to pay. Let me know what you guys think of my story and what other course of action I can take:

Sept. 3, 2011: Around 1pm I called Fido customer services to inform them that on Oct. 5 when my contract ends I will be cancelling my plan with them. They asked if I will be porting my number and I said yes. At which point the customer service rep threatened me that if I port my number, my 30 days begin from that date (I will be charged an extra month where I won’t have access to Fido service and charged for non existant services) and not Sept. 5. I informed the customer service rep that I am giving them 30 days notice on Sept. 5, and that this start date from Oct. 5 is not stated in their policy and would result in me paying for an extra month after I had cancelled and followed the procedure in their Terms of Service.

Approx. 3pm on the same date I went to the Fido kiosk at the Eaton’s mall and I asked the people there about this issue. They told me that if I give notification 30 days in advanced and my number is ported on the last day, Fido cannot charge me because I have given them notification and by porting my number I no longer have an account with Fido nor do I have access to their service. The fido store rep and myself called a fido customer service rep and they had an argument about whether or not my giving 30 days notice on Sept. 5 was sufficient. At the end I told the fido customer service rep that I am giving them 30 days notice on Sept 5 and that my phone with them will be cancelled on Oct. 5.

Oct. 5 2011: I gave fido a call around 8pm to inform them that I will be porting my number and that I have given them 30 days notice. They said they had on their records that I did call 30 days in advance to inform of my cancellation, but they would still charge me for an extra 30 days if I port my number. I told them I would not be paying these charges and if they do charge me I will take it up with Fido and then with Commissioner for Complaints for Telecommunication Services (CCTS). At this point the rep transferred me to a manager/supervisor. I spoke with the manager/supervisor who asked me why I was cancelling and tried to convince me to stay. I told them that I have no interest in staying and I asked him that he has records that I notified fido a month in advance, if I port my number on the 5th will Fido charge me for the next billing cycle. The manager said No, Fido will not charge me.

Oct. 14, 2011: I received a bill from fido for the Oct. 7 to Nov. 4 billing cycle.
Nov. 2, 2011: Around 8pm I called Fido to discuss my bill and explained to them my situation. The customer service rep informed me that these bills are often produced well in advance and the system automatically charged me for this and that I should ONLY pay the overage charges from the month before but NOT the charges for Oct. 7 to Nov. 4. I paid the overage charges on Nov. 4.

Nov. 17, 2011: I received a letter informing me that I have an outstanding balance.

Nov. 23, 2011: at 5:00pm I called a Fido finance rep who asked me how I was going to pay. I told them I will NOT pay for this bill as I have given Fido 30 days notice from my cancellation date and have been told numerous times that I will not have to pay this. They transferred me to a customer service rep who informed me I will have to pay and there is no options for me. I told them I will not pay and that if we are unable to resolve it I will bring this to the CCTS.

At 8:28pm Someone from the finance department called to threaten me that if I do not pay by December 1, fido will hand over my bill to a collection agency which will negatively effect my credit record. As someone who is currently a student who relies on a good credit rating to get loans I took this seriously. I asked them what would happen if they gave my bill to a third party when I launch a complaint with the CCTS. I told them that I will be contacting CCTS about this and that I will still not pay the bill.

[boblepp]

I am currently going through this nightmare process, the following is my story and what I have submitted to the CCTS and Fido. I feel I have followed their rules and have gotten word from managers and customer service people that I will not have to pay. Let me know what you guys think of my story and what other course of action I can take:
...snip.

Good work! You'll win.

I am glad to see you confirm the threats you get if you want to port. They are trained to do this, it is such a shame.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[ceredon]

At 8:28pm Someone from the finance department called to threaten me that if I do not pay by December 1, fido will hand over my bill to a collection agency which will negatively effect my credit record. As someone who is currently a student who relies on a good credit rating to get loans I took this seriously. I asked them what would happen if they gave my bill to a third party when I launch a complaint with the CCTS. I told them that I will be contacting CCTS about this and that I will still not pay the bill.
You should contact CCTS ASAP. Then get in touch with the finance dept and inform them of them. I would also submit a web complaint to Fido's OOP. In both interactions with Fido, I would let them know I have files a complaint with CCTS and hint that I am willing to take them to court if they do submit this to a credit agency and damage my credit rating.

[heatchem]

Good work! You'll win.

I am glad to see you confirm the threats you get if you want to port. They are trained to do this, it is such a shame.

Another thing they are trained to do when threats don't work is offer you a deal. Why would I want to settle when I know I am right and I followed their procedures. I told them straight the only amount I am willing to settle for is Zero because I called them 30 days in advance to notify I will be cancelling.

[heatchem]

You should contact CCTS ASAP. Then get in touch with the finance dept and inform them of them. I would also submit a web complaint to Fido's OOP. In both interactions with Fido, I would let them know I have files a complaint with CCTS and hint that I am willing to take them to court if they do submit this to a credit agency and damage my credit rating.

Thanks, I already submitted my complaint with OOP and CCTS yesterday, I did it asap because I am really worried about this collection agency thing.

Good point i will give fido a call to tell them that I have submitted a complaint to CCTS. I spoke to some people who have gone through a similar ordeal, they told me under no circumstances should I pay and that if they do give it to a collection agency, the collection agency will do nothing as the bill is around 50 bucks. I will call them and tell them that if this damages my credit rating I will take them to court over this, but hopefully it will be fine.

[b_nukz]

I will be porting a couple of numbers away from Fido soon.. I am hoping to bypass the whole ordeal by asking to make my number pay as you go. Not sure it will work?

[ceredon]

I will be porting a couple of numbers away from Fido soon.. I am hoping to bypass the whole ordeal by asking to make my number pay as you go. Not sure it will work?
Yes it will work, but I think they charge a $25 fee to switch to prepaid.

[heatchem]

Good news! Fido cleared my extra month charges. Thanks everyone for all your help. got an email from OoP yesterday saying they cleared the amount. It seemed like they weren't too happy in the email and didnt apologize for wasting my time but oh well.

I learned from this experience is to be aware of the terms and conditions you sign and of the company. Stick to those conditions carefully and don't let customer service reps make up other policies or bully you into something that is not in their terms and conditions. Stick to your guns if you know you're right and eventually things work out. :)

[shaolinmonk]

just ported 3 lines so we'll need to go through this process as well...

[liquidnails]

This complaint process was very quick and painless. I submit a detailed CCTS complaint the evening of Dec. 5th. Rogers OOP called me the afternoon of the 7th informing me of their decision to make an exception and waive the amount owing for the 30 days.

The discussions I had with various Rogers departments BEFORE I made the complaint were very frustrating and useless. The Customer Relations rep I spoke with kept interrupting me and flat out told me that yes I was indeed paying for services I didn't receive and that there was nothing I could do about it and no one else I could talk to about it.

Thanks everyone for the advice and input. IT saved me money and helped me achieve a small victory over Rogers.

[boblepp]

This complaint process was very quick and painless. I submit a detailed CCTS complaint the evening of Dec. 5th. Rogers OOP called me the afternoon of the 7th informing me of their decision to make an exception and waive the amount owing for the 30 days.

The discussions I had with various Rogers departments BEFORE I made the complaint were very frustrating and useless. The Customer Relations rep I spoke with kept interrupting me and flat out told me that yes I was indeed paying for services I didn't receive and that there was nothing I could do about it and no one else I could talk to about it.

Thanks everyone for the advice and input. IT saved me money and helped me achieve a small victory over Rogers.

Well done!

But after it's all done, one is left with a bad taste for Rogers and/or Bell since they do this to many people EVERY day. They play a numbers game, hoping we wimpy Canadians will just pay.

let your politicians know about this thread and others like it. As sad as they are they are the only ones capable of making a change.

Tell them to empower the CRTC to withdraw licences for blatant disregard of their directives.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[night_kid]

Thanks everyone for the information. I found that the process was annoying but at least it resolved the problem. Just got a call from the OoP this morning. They will send us a cheque within 35 days. I talked to the Fido reps online twice about the charges as my gf ported her number to Telus. It wasn't going anywhere with service charge on the 30 days of "NO" service. Followed the guide and it worked. Thanks again!

[boblepp]

Thanks everyone for the information. I found that the process was annoying but at least it resolved the problem. Just got a call from the OoP this morning. They will send us a cheque within 35 days. I talked to the Fido reps online twice about the charges as my gf ported her number to Telus. It wasn't going anywhere with service charge on the 30 days of "NO" service. Followed the guide and it worked. Thanks again!

Good news!

You might like to know a Bell employee responded to my Youtube posts: http://youtu.be/hnGdBiZXzkU

Saying
to port you number...call the other provider...30 minutes after the call with the provider....they will take ur number from bell..which suspends ur service...that is ur 30 day notice!
jenniegirlable 2 days ago
Reply
i work for this company and this is actually illegal to post calls that you record on ur own! and leaving notes on ur acct will not terminate your service!
jenniegirlable 2 days ago

They lie even when they are trying to defend Bell!


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[Jimboski]

tl;dr Does this still work? Might be Interested In porting my #.

Thanks In Advance!

[boblepp]

tl;dr Does this still work? Might be Interested In porting my #.

Thanks In Advance!

I am not sure what you are asking.

If you have no contract, give 30 days notice verbally, then port out on day 29 or so. If they charge you, fight it. That works, yes.

[Jimboski]

I am not sure what you are asking.

If you have no contract, give 30 days notice verbally, then port out on day 29 or so. If they charge you, fight it. That works, yes.

So what If I'm on a contract and when the contract ends Is when I want to port out to another provider; Is It the same thing? Since no contract Is the same as having the current contract just expire.

[DeimosBeros]

I have 3 months left in my 2 year contract with Fido. I'm worried that I'll miss out on Wind's HMP if I give 30 days notice now and wait.

[boblepp]

So what If I'm on a contract and when the contract ends Is when I want to port out to another provider; Is It the same thing? Since no contract Is the same as having the current contract just expire.

Even with a contract you have to give 30 days' notice, so give it at the start of the last month. if you do not, you go on month to month and still need to give notice.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[xtremesniper]

My billing cycle is on the 15th of each month, and I ported my numbers out from Rogers on the 27th without giving my 30 days notice.

I just called and asked about any additional 30 day charges and they denied any such thing. They said simply that I have already paid for services up until Jan 15 and there would be no additional charges on top of that. But they would not credit me back for the services that I would not be receiving between the 27th of Dec to the 15th of Jan.

Is this accurate or did the guy just lie to me? I didn't even bother threatening to file a complaint with the CCTS because I did not expect his answer.

[boblepp]

My billing cycle is on the 15th of each month, and I ported my numbers out from Rogers on the 27th without giving my 30 days notice.

I just called and asked about any additional 30 day charges and they denied any such thing. They said simply that I have already paid for services up until Jan 15 and there would be no additional charges on top of that. But they would not credit me back for the services that I would not be receiving between the 27th of Dec to the 15th of Jan.

Is this accurate or did the guy just lie to me? I didn't even bother threatening to file a complaint with the CCTS because I did not expect his answer.

Sounds like you have been paying a month ahead on a month to month contract?? Maybe Rogers found religion over the holidays. Stop paying them and see if you get any additional bills. If none, you got off pretty good considering you gave no notice. You would have saved a half month if you had given notice I think.

[xtremesniper]

Sounds like you have been paying a month ahead on a month to month contract?? Maybe Rogers found religion over the holidays. Stop paying them and see if you get any additional bills. If none, you got off pretty good considering you gave no notice. You would have saved a half month if you had given notice I think.

I thought that was the normal thing? At each billing cycle I was charged for the next month's usage beforehand. On the same bill I would be charged any additional extras (texts, long distance, etc) that were not accounted for in the previous bill.

Theoretically, the bill we will receive on the 15th should simply have any normal additional charges and that's it.

But yeah, if this turns out to be the case then I don't mind much. We'll see what happens. I'll report back.

[AnnieChewy]

I also got dinged, went through mediation via CCTS, and now my cheque is in the mail!

[Jimboski]

I also got dinged, went through mediation via CCTS, and now my cheque is in the mail!

Nice, Good to hear that It's still working!

[New Tradition]

I ported my number after my contract ended with Fido, and I recently saw the charge on my credit card for a month of service.

The problem that might arise if I go to the CCTS is that I called Fido while I was still on contract to inquire about any fees for porting (I was hoping to negotiate a better retention plan or some extra credit, but no go), so technically they did inform me. I can't really claim the charge is a surprise, so would that hinder plans for any potential refund? I get the feeling "but that's not fair" isn't gonna cut it :/

[boblepp]

I ported my number after my contract ended with Fido, and I recently saw the charge on my credit card for a month of service.

The problem that might arise if I go to the CCTS is that I called Fido while I was still on contract to inquire about any fees for porting (I was hoping to negotiate a better retention plan or some extra credit, but no go), so technically they did inform me. I can't really claim the charge is a surprise, so would that hinder plans for any potential refund? I get the feeling "but that's not fair" isn't gonna cut it :/

Make the claim, you called and asked about charges for porting because you were leaving and the contract ended. If they said no charges for porting the say that in the claim.

IMPORTANT - call your credit card TODAY and DISPUTE the charge quoting "charged for services not provided.", you get your money back today and Fido has to prove they provided service for the money. They will not bother. They don't want to risk Visa catching on to their spurious charging pattern by explaining the 30 day charge terms.

Follow up with the CCTS claim and it will be in your favor too.


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[shampoo]

I ported my # to Telus from Rogers. My contract expired with rogers so i was on month to month. I called couple of times and was told that i will not be charged beyond the porting date. When checked my next bill i was charged so i called rogers and was told that since i didn't provide 30 days notice they will charge me. The guy was a total ***** head and didn't acknowldged that I was promised i will not be charged. Anyways, I was pissed of and told him that consider this my 30 days notice for my other # which i am porting to telus. Now here is the funny thing, he said rogers does not accept 30 days notice for porting, only cancellation!!!
So they are charging me because i "didn't" provide 30 days notice. But when i do provide the notice the say they can not accept it!!!!

Wow Just wow!

Anyways, I have filed to complaint with CCTS

[boblepp]

I ported my # to Telus from Rogers. My contract expired with rogers so i was on month to month. I called couple of times and was told that i will not be charged beyond the porting date. When checked my next bill i was charged so i called rogers and was told that since i didn't provide 30 days notice they will charge me. The guy was a total ***** head and didn't acknowldged that I was promised i will not be charged. Anyways, I was pissed of and told him that consider this my 30 days notice for my other # which i am porting to telus. Now here is the funny thing, he said rogers does not accept 30 days notice for porting, only cancellation!!!
So they are charging me because i "didn't" provide 30 days notice. But when i do provide the notice the say they can not accept it!!!!

Wow Just wow!

Anyways, I have filed to complaint with CCTS

Perfect, he gave you a success claim on both phones. Make notes on exactly what he said and when, get his name or number? Let us know when you get your money back, or did they take money yet?


Edit: CCTS process worked, got a check back. ALSO got paid back by Visa as I disputed the charge. Do it! It feels good!

[shampoo]

Perfect, he gave you a success claim on both phones. Make notes on exactly what he said and when, get his name or number? Let us know when you get your money back, or did they take money yet?

I didn't get his name but Rogers keeps record of everything so that shouldn't be hard to prove...

[boblepp]

A true sign of the fact the telcos CONSPIRED to uniformly remove 30 days fees from everyone wanting to change carriers... Virgin today told my friend there was no way he could avoid paying 30 days after porting out his number.

Luckily he phoned me and I brought him up to speed on the CRTC and CCTS statements that this is wrong and should be stopped.

He will record the next few calls and add them to my YouTube collection on Bell, getting them to state on record their bizarre policy

Is there no lawyer reading this who would like to take on a class action against one or more of them? I had one lined up but he went quiet.

These companies are supposed to COMPETE. Instead they got together and conspired to use the identical phoney (sic, pun intended) policy statement to try to CON us into paying.

As Canadians are well known internationally to be sheep and afraid to complain or make waves, we are at fault.

Please, Canadians, FIGHT BACK.

1) Switch payment to automatic Visa FIRST
2) Complain to CCTS when charged
3) Dispute charge to Visa, you will get a credit immediately, the telco will NOT fight it. They cannot since it would put in public record why they charged in the first place.
4) You will win the CCTS charge, now you have been paid twice
5) They will not check for a Visa dispute, they are too busy
6) You get 30 days FREE for porting out.

I would start a new thread as BLAZING HOT DEAL - FREE 30 DAYS CELL PHONE and get laughed out of town, but.....

7) Email your MPP
8) Email your MP

[shampoo]

I ported my # to Telus from Rogers. My contract expired with rogers so i was on month to month. I called couple of times and was told that i will not be charged beyond the porting date. When checked my next bill i was charged so i called rogers and was told that since i didn't provide 30 days notice they will charge me. The guy was a total ***** head and didn't acknowldged that I was promised i will not be charged. Anyways, I was pissed of and told him that consider this my 30 days notice for my other # which i am porting to telus. Now here is the funny thing, he said rogers does not accept 30 days notice for porting, only cancellation!!!
So they are charging me because i "didn't" provide 30 days notice. But when i do provide the notice the say they can not accept it!!!!

Wow Just wow!

Anyways, I have filed to complaint with CCTS

So just an update on my situation detailed above.... I got a call from Rogers presidents office today! They are going to reimburse me on my next bill for the extra month. Case closed
Thanks OP!

[boblepp]

So just an update on my situation detailed above.... I got a call from Rogers presidents office today! They are going to reimburse me on my next bill for the extra month. Case closed
Thanks OP!

And Virgin relented and will credit my friend's account. But here's the thing... in playing this game they totally alienated a customer, and maybe he won't go back, but all his friends and family will now be told the tale of the abuse. When he got off the phone when they were refusing to take notice he could barely contain his anger at being treated like an idiot.

So if any of you work for a cellco, you MUST pass on that trying to perpetuate this fallacy of "we can't take 30 days notice" is simply a farce and costing you so much in bad publicity. You cannot retain every customer, there will be better deals, wish them well and thank them for the money they DID spend with you. Customer Service is where they seem to place the most obnoxious people. The sales people are always so nice. They should have them switch jobs. The obnoxious ones would quickly learn they don't get paid for pissing off customers.

[z24driver1986]

I just switched over my phone to Telus from Rogers. My contract was already done with Rogers so I decided to switch to Telus. I had put in my order and ported my number over. I also spoke to Rogers about the procedure to switch it over. They said just that my services would be cancelled when my number was ported over. I received a bill for full services for next month even though I can't possibly use their services since I don't have a number with them. I called them they told me that I have to pay for 30 days of service after porting. I'm really confused and pissed so I filed a complaint with CCTS. Should I call Rogers again? Or should I pay for it with my VISA wait until they receive the payment then do a chargeback since I can't possibly use the services?

[will888]

I just switched over my phone to Telus from Rogers. My contract was already done with Rogers so I decided to switch to Telus. I had put in my order and ported my number over. I also spoke to Rogers about the procedure to switch it over. They said just that my services would be cancelled when my number was ported over. I received a bill for full services for next month even though I can't possibly use their services since I don't have a number with them. I called them they told me that I have to pay for 30 days of service after porting. I'm really confused and pissed so I filed a complaint with CCTS. Should I call Rogers again? Or should I pay for it with my VISA wait until they receive the payment then do a chargeback since I can't possibly use the services?

This is very simple, when you get billed just pay it by whatever means convenient to you. Then go to ccts web site and file a complaint. They will intervene on your behalf and you will be credited. This is the only way around this 30 day charge thing. Don't bother arguing with rogers, just a waste of time. Please don't throw away the bill or let it go unpaid because you believe it is not legit.

[z24driver1986]

This is very simple, when you get billed just pay it by whatever means convenient to you. Then go to ccts web site and file a complaint. They will intervene on your behalf and you will be credited. This is the only way around this 30 day charge thing. Don't bother arguing with rogers, just a waste of time. Please don't throw away the bill or let it go unpaid because you believe it is not legit.

I'm waiting to hear back now from Rogers after the complaint. I will pay it until they give me the right amount that I am supposed to pay. I put this as the solution I would like to see.

[digital99]

The fact that Rogers make customers go through great length with authority just to get their money back shows their full intention of scamming people. If you complain with CCTS then you'll get your refund, but if not then your money is in their pocket. How many people are even aware of this procedure, let alone proceed to file a complaint? Not many, most people would just accept that their money was lost. It's unbelievable that this type of practice is allowed to go on.

Today most folks who are the main purchasing powers in their families are not aware of these practices by Rogers. However, the younger generation who will soon become big spenders in the future know fully well the reputation of this company. Rogers are digging their grave and they don't even know it.

[gr8dlr]

Gonna play bit of devil's advocate but if it is written in their contract, don't see why everyone is so upset...you knew the "game"/terms going in. We don't have to be happy about it but at the same time, we shouldn't feel like we been robbed. If you owned your own company and you had a contract with someone and someone wanted to end a contract, I think each of you would have a different opinion if you were owed something (like one month's notice), you would try to enforce what your owed. It's no different with renting an apartment and you have to give two months notice. If you leave before the two months, the landlord isn't going to give you your money back.

Having said all this I did transfer my prepaid rogers to postpaid (month to month) so that I could move my prepaid credit to be used aagainst my other rogers services (basic cable). I then ported my number out a couple of days later, I didn't call them and I expected I'd be paying for one more month and I accepted that but it looks like they stopped the bill themselves at the date of porting. I wasn't charged the 30 days, at least not yet.

Perhaps the "secret" is to not alert them of your intent - just port and let the computer cancel.

[digital99]

Gonna play bit of devil's advocate but if it is written in their contract, don't see why everyone is so upset...you knew the "game"/terms going in. We don't have to be happy about it but at the same time, we shouldn't feel like we been robbed. If you owned your own company and you had a contract with someone and someone wanted to end a contract, I think each of you would have a different opinion if you were owed something (like one month's notice), you would try to enforce what your owed. It's no different with renting an apartment and you have to give two months notice. If you leave before the two months, the landlord isn't going to give you your money back.



The problem people are having is that once you give notice of cancellation to Rogers they would block your account so that your number cannot be ported to another service provider (a dirty tactic in attempting to force people to stay!). That's the reason why people have to port their number before it reaches the ending period. Since your contract is immediately cancelled when the number is ported out, you'll get hooked with paying the fee.

A friend of mine recently ported out his number one month before his contract expired. Rogers then billed him an "early cancellation fee" of $100 for that one month, but on top of that they also charged him the 30 days of service fee for that entire month in which he no longer had any account with them. If you are required to pay an early cancellation fee to exit their contract, why do you still have to pay for the remaining of that contract in which they don't even provide any service to you. If that's not gauging then I don't know what is.

People have the rights to be upset because Rogers are manipulating the system to squeeze and gauge them. Rogers are fully aware of what they're doing and that's why you don't see them refusing these refunds. If they think it's right and since it's written in the contract, why don't they stick to it and refuse to refund these people? Just because they have inserted something into a document that most people won't have a chance to read doesn't make it right. They know the practice is unethical and it's only to their disadvantage if these complaints get escalated and get bigger.

[z24driver1986]

@GR8DLR

If Rogers was willing to tell me that I need to inform them of my intent to cancel services then sure that would be cool. They did not tell me and also most people on here write that Rogers are telling them that they cannot give notice before a number is ported since the account will be locked out. Those same people that try calling after the porting mention that the account is already cancelled.

Right now they are asking for 50$ from me for cell service for February when I can't even use it. I tried for fun to put my SIM card into my other phone and it says inactive. If I can't use it then I shouldn't have to pay for it. I am paying for my new telus phone now, not rogers.

The problem is even acknowledge on CCTS' site. It recommends cell companies change their terms to make it easier for consumers. The problem here in Canada is that we have stupid laws that protect Canadian communication companies from foreign competition. These Canadian companies have an oligopoly and don't give a crap about Canadian consumers. They also control the CRTC so that other companies have a hard time getting in (i.e Wind). Canadian companies should be fair to Canadians. I'm looking forward to the day when they make it a free market here. Rogers, Telus, and Bell will be crying for their customers back.

[gr8dlr]

@GR8DLR

If Rogers was willing to tell me that I need to inform them of my intent to cancel services then sure that would be cool. They did not tell me and also most people on here write that Rogers are telling them that they cannot give notice before a number is ported since the account will be locked out. Those same people that try calling after the porting mention that the account is already cancelled.

Right now they are asking for 50$ from me for cell service for February when I can't even use it. I tried for fun to put my SIM card into my other phone and it says inactive. If I can't use it then I shouldn't have to pay for it. I am paying for my new telus phone now, not rogers.

The problem is even acknowledge on CCTS' site. It recommends cell companies change their terms to make it easier for consumers. The problem here in Canada is that we have stupid laws that protect Canadian communication companies from foreign competition. These Canadian companies have an oligopoly and don't give a crap about Canadian consumers. They also control the CRTC so that other companies have a hard time getting in (i.e Wind). Canadian companies should be fair to Canadians. I'm looking forward to the day when they make it a free market here. Rogers, Telus, and Bell will be crying for their customers back.

Porting = cancelling....since you don't have a phone number attached to the SIM

If you're ported out then the SIM won't work....if they charge you for the 30 days as per their agreement I don't understand the problem. Why call them after you've ported?

In a perfect world, everything is fair...it's not a perfect world so it's not always fair. Re. competitors, it's not easy to do business in Canada, even if there weren't laws not a lot of companies want to come into Canada because the land is so vast, it's hard to provide cell coverage and do business, we just don't have the population base to be profitable to more than a couple of companies as setting up the infrastructure is not cheap (fact is Rogers/Bell makes more money in Toronto to subsidize service in more rural communities with less population base). Witness the departure of Virgin by selling to Bell. Even the company backing WIND (Orascom) has put on record if he knew what he knows now, he wouldn't invest in the business again, he spews some sour grapes but he knew the rules coming in and he just trying to save some face IMO (businessmen have egos and blaming others helps soften failures).

http://www.cbc.ca/news/business/story/2011/11/17/f-naguib-sawiris.html?cmp=rss

A lot of people complain about how it's so much more expensive here vs other places...fact is it's more expensive to do business in Canada...I can't exactly explain why but that's what companies say.

eg. J Crew just came into Canada and people complain the cost of the same clothes is so expensive compared to US stores...and J Crew said it's more expensive to be in Canada.

Please remember I'm playing devils advocate...don't jump on me for expressing a contrary opinion/viewpoint.

[z24driver1986]

I called them after porting because I got a bill for regular amount that I owe. I was expecting a low amount 10-20$ for the services I used from my last bill till the porting date. Telus gave me a nice prorated bill from the porting date so why can't rogers?

After I cancel I shouldn't have to pay for anything if I can't use it. The system (CRTC) and the oligopoly is corrupt and they are allowing people to ripped off. Nothing will ever be perfectly fair because everyone has different definitions of fair (and it's not a perfect world)

Anyway I got a call from the office of the president so im waiting for their response :D People need to stand up for what they believe in.

[Macross_Freek]

The problem is that 30 days cancellation is a not new thing. It's been around longer than LNP (I just found a thread on rfd talking about it since 2006 whereas LNP came into effect in 2007).

Really, the CRTC should have taken this into account but instead stick by their "we don't regulate wireless service" while forcing a supposedly consumer friendly service without thinking about all the other factors.

[z24driver1986]

Update: CCTS took my complaint and said it was legitimate. I got a call from Rogers they turned my 51$ bill into a 4.07$ one.:D This is what RFD is all about :D

The CCTS has even recommended cell companies switch their policies. They know that it's not right but they continue doing it. It's all about their balance sheets no care about the customer. Reading through these posts its apparent that sometimes they don't even allow the 30 day notice to be put on. In that regard how are we supposed to cancel the plan???

[sirex]

your contract states you need to give 30 day cancellation notice. so you do that and port the number on the last day.

[Jimboski]

your contract states you need to give 30 day cancellation notice. so you do that and port the number on the last day.

Watch them overcharge you on the last month hahah!

I wouldn't be surprised If they really did though..

[ceredon]

your contract states you need to give 30 day cancellation notice. so you do that and port the number on the last day.

So long you understand that their policy is to lock your acct as soon as you give notice, preventing a port. You have to be sure you tell them not to close or lock your acct and that you are only giving notice. They've intentionally designed their system not to have a "30 day notice" status for accts.

[z24driver1986]

So long you understand that their policy is to lock your acct as soon as you give notice, preventing a port. You have to be sure you tell them not to close or lock your acct and that you are only giving notice. They've intentionally designed their system not to have a "30 day notice" status for accts.

That's the problem!!!! They don't take the 30 days notice and don't train their staff how to properly tell customers what the procedure is for cancelling the phones. I'm willing to bet most people pay up and go on so Rogers gets some more profits. It's good the CCTS is on our side though. If more people know about this then it will force them to change their ways.

[spoont]

Unaware of the porting issue, I gave my 30-days notice for 2 cell phones and all of my Rogers home services on Dec 30. I tested out Mobilicity for a couple of weeks, then ported over on January 14. Rogers has now billed me past the 30-days, for both phones and all associated services (e.g. voicemail, etc.) until Feb 13, 30 days from the port over. I had it out yesterday with two Rogers agents over this, insisting that I had given my 30 days notice. They kept coming back with the argument that the port over is the notice. I kept saying that I gave the notice on the 30th. Finally, as my temper was about to explode, our conversation went something like this:

Me: "Forget about my particular situation, and answer me this. Let's say I'm a Rogers wireless customer, and I'm looking to switch providers and want to port my number. Tell me how I can go about doing that without paying for Rogers service for a month past the date of my port over."
Rogers Rep's Answer: It's not possible.
Me: So basically you're telling me that this is a hidden fee to punish Rogers customers for transferring their numbers to another carrier.
Roger's Rep's Answer: You can look at it that way I guess.
Me: That's completely ridiculous - I'm not paying for a service I don't receive. I gave my 30-days notice on the 30th. Why does that not count?
Roger's Reps Answer: - It's a Catch-22, you either cancel the number all together and end the contract 30-days after your notice, or you pay for 30 more days after you port your number. You can't have both.
Me: %(*&#(*!
Roger's Reps Answer: I'm not saying I agree with it, that's just how it is.
Me: #%)(*#$!
Roger's Reps Answer: It's not just Rogers, a lot of other companies do it too.

At which point the connection got very garbled and we were conveniently disconnected.

I've filed my complaint with the CCTS, and they've forwarded it to Rogers. I'm bloody well p.o'd about this. I've had poor customer service before from Rogers, but this is the first time I've truly felt that they're fully intending to rip me off. The agent basically said as much. I asked him if I could quote him, he said I could.

[ceredon]

Unaware of the porting issue, I gave my 30-days notice for 2 cell phones and all of my Rogers home services on Dec 30. I tested out Mobilicity for a couple of weeks, then ported over on January 14. Rogers has now billed me past the 30-days, for both phones and all associated services (e.g. voicemail, etc.) until Feb 13, 30 days from the port over. I had it out yesterday with two Rogers agents over this, insisting that I had given my 30 days notice. They kept coming back with the argument that the port over is the notice. I kept saying that I gave the notice on the 30th. Finally, as my temper was about to explode, our conversation went something like this:

Me: "Forget about my particular situation, and answer me this. Let's say I'm a Rogers wireless customer, and I'm looking to switch providers and want to port my number. Tell me how I can go about doing that without paying for Rogers service for a month past the date of my port over."
Rogers Rep's Answer: It's not possible.
Me: So basically you're telling me that this is a hidden fee to punish Rogers customers for transferring their numbers to another carrier.
Roger's Rep's Answer: You can look at it that way I guess.
Me: That's completely ridiculous - I'm not paying for a service I don't receive. I gave my 30-days notice on the 30th. Why does that not count?
Roger's Reps Answer: - It's a Catch-22, you either cancel the number all together and end the contract 30-days after your notice, or you pay for 30 more days after you port your number. You can't have both.
Me: %(*&#(*!
Roger's Reps Answer: I'm not saying I agree with it, that's just how it is.
Me: #%)(*#$!
Roger's Reps Answer: It's not just Rogers, a lot of other companies do it too.

At which point the connection got very garbled and we were conveniently disconnected.

I've filed my complaint with the CCTS, and they've forwarded it to Rogers. I'm bloody well p.o'd about this. I've had poor customer service before from Rogers, but this is the first time I've truly felt that they're fully intending to rip me off. The agent basically said as much. I asked him if I could quote him, he said I could.
That's becoming a pretty common answer for many issues from many Rogers employees. "It doesn't matter if it is right or wrong or if it makes no sense at all, that's just the way it is" or "it might be wrong, but others do it too" or "it's right since it's Rogers and Rogers wouldn't do it if it was wrong". You should hear the Rogers paid shills over at hofo these days. It makes you wonder if that is why Rogers has such low requirements for employment. The less intelligent/educated a person is, the easier it is to indoctrinate.

[spoont]

your contract states you need to give 30 day cancellation notice. so you do that and port the number on the last day.

Seeing your comment now: this is exactly what I describe above, except I didn't wait until the last day, rather day 14. The charge you 30 days past your port over date, no matter when you give notice. Your port over date is the 30 days notice as far as Rogers is concerned. This was very clearly told to me by two Rogers reps.

This is a systematic rip off as far as I can tell from this forum. How many people who aren't as consumer-savvy as Redflagdealers just pay it? I don't know that number or percentage, but Rogers does I bet. I've no doubt it's a well-devised, well-calculated policy to run afoul of the CCTS, pay those few that bother filing complaints, and take in 1-free month of income for providing NOTHING from the vast majority. This is the sort of thing that should be investigated by consumer reporting shows.

[hot_potato]

Seeing your comment now: this is exactly what I describe above, except I didn't wait until the last day, rather day 14. The charge you 30 days past your port over date, no matter when you give notice. Your port over date is the 30 days notice as far as Rogers is concerned. This was very clearly told to me by two Rogers reps.

This is a systematic rip off as far as I can tell from this forum. How many people who aren't as consumer-savvy as Redflagdealers just pay it? I don't know that number or percentage, but Rogers does I bet. I've no doubt it's a well-devised, well-calculated policy to run afoul of the CCTS, pay those few that bother filing complaints, and take in 1-free month of income for providing NOTHING from the vast majority. This is the sort of thing that should be investigated by consumer reporting shows.

+1

I am hoping this is not going to be the case as I gave Fido 30 days notice that is coming up on March 5th. The service rep told me my phone would stop working on March 4th at 11:59 pm. Any idea when I should try to port my number out? I'm thinking about doing it on the Sunday as the number won't be working on the 5th?

[enko]

I walked into WIND on the 3rd to get my Galaxy Nexus and say good-bye to rogers.

I just got my last bill. It was my regular bill plus 45$ data ECF.

Called, said that my contract was up as of December. Transferred to Credit. Talked to someone else, said.. hmm.. okay.. yeah.. not sure why the data ECF is there.. I can remove 35$ of it.

Went for it, account closed. No extra 30 days of service BS.

Maybe things are changing for the better?

Smell ya later robbers.

[zcontests]

...if I cancel my rogers account early and incur cancellation fees, (cancelled account Dec 2011, contract till Apr 2012) dinged $100 fee; they port my number and then charge for that extra month (Jan 2012), might they also need to readjust the cancellation fee based on that extra month of "service"...

[spoont]

Seeing your comment now: this is exactly what I describe above, except I didn't wait until the last day, rather day 14. The charge you 30 days past your port over date, no matter when you give notice. Your port over date is the 30 days notice as far as Rogers is concerned. This was very clearly told to me by two Rogers reps.

This is a systematic rip off as far as I can tell from this forum. How many people who aren't as consumer-savvy as Redflagdealers just pay it? I don't know that number or percentage, but Rogers does I bet. I've no doubt it's a well-devised, well-calculated policy to run afoul of the CCTS, pay those few that bother filing complaints, and take in 1-free month of income for providing NOTHING from the vast majority. This is the sort of thing that should be investigated by consumer reporting shows.



Rogers called to advise they were crediting my account to satisfy the CCTS.

[Stubs08]

My 3 year contract ends on March 21st... and I only have 1 day to complete my port-out request (March 21st)? I thought port out requests are valid for 60 days for Rogers (looking at the earlier thread)?



Upon review of your account, I can confirm that when you called the
1-888-764-3771 number on February 20th, 2012 you spoke to an agent in
our customer relations department who left notes on your account that
you advised you would be porting out your number to another provider.
The interaction ID for your records is: XXX. Please ensure that
you complete the port out request by March 21st, 2012 as these notes are
only valid for 30 days and will become null and void after that date.

If you have any further questions or concerns please feel free to
respond to this email.

Thank you for taking the time to write to us.

For future email correspondence with respect to this e-mail, please
quote reference number
XXX

Regards,
XXX
Rogers Online Customer Support

[Thundercloud]

Called rogers (corporate) today to try to give my 30 days porting notice. However the CSR tried to put in a cancellation request and said cancellation and porting notice are the same thing and that the service will be terminated after 30 days. I told her not to do it and that I'll call back. :|

I'll try another CSR and see what happens.

[ceredon]

Called rogers (corporate) today to try to give my 30 days porting notice. However the CSR tried to put in a cancellation request and said cancellation and porting notice are the same thing and that the service will be terminated after 30 days. I told her not to do it and that I'll call back. :|

I'll try another CSR and see what happens.

They'll tell you the same thing. Your response should be "do not initiate the cancelation or lock the number porting. Do nothing except write a note in my account notes that I called and intend to port in 30 days". They have intentionally left out the ability of their system to accept notice of intent to cancel. They can only cancel or nothing. So tell them to do nothing but document the call. You've fulfilled your requirement at that point.

[Tijuana]

They'll tell you the same thing. Your response should be "do not initiate the cancelation or lock the number porting. Do nothing except write a note in my account notes that I called and intend to port in 30 days". They have intentionally left out the ability of their system to accept notice of intent to cancel. They can only cancel or nothing. So tell them to do nothing but document the call. You've fulfilled your requirement at that point.

So say my bill end date is April 6. If I call Rogers today and tell them I will be porting my number over and i would like for you to leave a note in the account that I am giving you my 30 days notice, but please do not initiate the cancellation at this moment".

Then before April 6, I just go to Wind and they port the number over?

[Thundercloud]

They'll tell you the same thing. Your response should be "do not initiate the cancelation or lock the number porting. Do nothing except write a note in my account notes that I called and intend to port in 30 days". They have intentionally left out the ability of their system to accept notice of intent to cancel. They can only cancel or nothing. So tell them to do nothing but document the call. You've fulfilled your requirement at that point.Thanks. I think their office closed. I'll give that a try tomorrow.

[ceredon]

So say my bill end date is April 6. If I call Rogers today and tell them I will be porting my number over and i would like for you to leave a note in the account that I am giving you my 30 days notice, but please do not initiate the cancellation at this moment".

Then before April 6, I just go to Wind and they port the number over?
They'll still charge you the 30 days. This call simply allows you to point the CCTS to the account notes after the fact.


This is just an example of how twisted and crooked they are. They put it into the contract that you must give 30 days notice and then they don't let you give 30 days notice. Total scam. So, this call to have the notes added is fulfilling the bogus requirement.

[ceredon]

Thanks. I think their office closed. I'll give that a try tomorrow.

If you told her not to cancel, but had informed her of your intent to cancel in 30 days you are probably covered. No harm in calling again to make sure the notes are on the account.

[Tijuana]

They'll still charge you the 30 days. This call simply allows you to point the CCTS to the account notes after the fact.


This is just an example of how twisted and crooked they are. They put it into the contract that you must give 30 days notice and then they don't let you give 30 days notice. Total scam. So, this call to have the notes added is fulfilling the bogus requirement.

Okay so I do that and then I just fill out the form on the main page? What are the chances they'll even keep the note on record?

Also, if my bill date is say, 4 days ago, and I put in the notice today, will i basically just get charged for the 4 days(once all the forms are filled out and the process is completed)?

[ceredon]

Okay so I do that and then I just fill out the form on the main page? What are the chances they'll even keep the note on record?

Also, if my bill date is say, 4 days ago, and I put in the notice today, will i basically just get charged for the 4 days(once all the forms are filled out and the process is completed)?
They are legally obligated to keep the notes and even to provide them to you upon request. Any notes, recordings or other information about your interactions with them are to be kept and available. This is the info CCTS will request from Rogers when you complain that you were charged even though you did everything you humanly could to provide 30 days notice (without immediate cancelation).

You would be billed for the next 30 days usage, but the point is that you line is still active for those 30 days and then the port occurs. The idea to to give legitimate 30 days notice. The problem is that Rogers doesn't let you, but they require it. Catch 22 of their own making.

[Tijuana]

They are legally obligated to keep the notes and even to provide them to you upon request. Any notes, recordings or other information about your interactions with them are to be kept and available. This is the info CCTS will request from Rogers when you complain that you were charged even though you did everything you humanly could to provide 30 days notice (without immediate cancelation).

You would be billed for the next 30 days usage, but the point is that you line is still active for those 30 days and then the port occurs. The idea to to give legitimate 30 days notice. The problem is that Rogers doesn't let you, but they require it. Catch 22 of their own making.

So if my billing cycle is the 1st of every month, I can't cancel for April 1st?

[Palidino]

I didnt give rogers 30 day notice of me porting to telus. So once i porte they charged me 30 days. My mom paid and now i contacted ccts they sent the report to rogers and now rogers contacted and left voicemail. What should i say to rogers? They going to say i cannot do this because the contract i signed i have to tell them 30 days notice. What should i do?

[Tijuana]

What about if I switch the plan over to pay as you go? Then aren't I allowed to port over at any time?

[qaz393]

What about if I switch the plan over to pay as you go? Then aren't I allowed to port over at any time?

+1. Porting in between departments are same thing too right???? No need to pay the fees

[mangoexpress]

What about if I switch the plan over to pay as you go? Then aren't I allowed to port over at any time?

I would also like to know this - my contract is up on April 10th and I want to switch from Rogers month to month to pay and talk on April 11th. Will i incur any BS fees for doing this?

[qaz393]

I would also like to know this - my contract is up on April 10th and I want to switch from Rogers month to month to pay and talk on April 11th. Will i incur any BS fees for doing this?

you probably have to pay for the month due to the contract. this is for the 30 days notice...

[mangoexpress]

you probably have to pay for the month due to the contract. this is for the 30 days notice...

Even if I am staying with Rogers, but just switching plans and not porting my number?

[Tijuana]

Even if I am staying with Rogers, but just switching plans and not porting my number?

The onyl way to do it is to buy a new prepaid sim card and then port/switch the numbers over. I just did it the way as explained in this thread. I told them to make a note and then I'll follow up at the end of the month.

[qaz393]

The onyl way to do it is to buy a new prepaid sim card and then port/switch the numbers over. I just did it the way as explained in this thread. I told them to make a note and then I'll follow up at the end of the month.

you should be able to port to prepaid on the same sim

[supermike]

Here is my story.

I ported my home phone from Rogers to VOIP last year. VOIP specifically told me not to call before the porting because they couldn't port a number is cancellation status. I called Rogers after my number was ported. They asked for 30 days notice. I told them porting a number doesn't need it. In the end, they charged me up to the day I returned the moderm. I had other services with Rogers back then.

My billing date is 23rd. My cell contact ended on March 6th. I got the previous bill from Feb 24th to March 23rd. I paid the bill because I was still with Rogers when that bill was issued. Telus ported the number on March 7th. I got a new bill from March 24th to April 6th.

So the last 2 bills charged me for one extra month.

I called today. A CR waived my last bill. Now I have 0 balance. But she refused to refund any money from the previous bill. She also told me I would get my final bill in April. I don't know what they are gonna put in the final bill because I am not with them any more. I will update here.

[happycatmeows]

I'm having problems giving Rogers the 30 day notice. My contract ended back in December. I called Rogers today and they transferred me to retentions for porting out the number. I told the rep "I'm giving 30 day notice for porting out my number", then the rep said "you want to give 30 day notice to cancel?" I said "no, I'm not giving 30 day notice to cancel, I'm giving 30 day notice for porting out my number."

Then the retention rep asked me why I want to cancel. I said Rogers is too expensive. She asked me what cellular plan I have in mind so I said $25 unlimited incoming and outgoing with caller ID and voicemail. Rep said the small companies offering those unlimited plans have poor reception. Anyways after about 5 minutes I just said I only want to give my 30 day notice for porting out and I couldn't stay on the phone for any longer because my baby was crying.

The rep said she can't put a 30 day notice of porting out on my account because it would cancel my number and I won't be able to port out. I kept stressing the fact I only want notice of porting out, not cancellation. She went on to say the day I port out is the day of the notice and I would have to pay for one month of no service regardless. Anyways, I said to her I must go and to please just cancel my 30 day notice for now, since I had to soothe my baby first.

Am I saying something wrong here? Thinking about it, was I supposed to just say something like "could you please put a note on my account giving you a 30 day notice of porting out", instead of saying "I'm giving 30 day notice for porting out"?

Also, I wanted to record the call but she said their policies changed and would appreciate it if I don't record the call. Anyone had problem with that? I don't want to just start recording without the other party's consent.

Please advise

[happycatmeows]

The onyl way to do it is to buy a new prepaid sim card and then port/switch the numbers over. I just did it the way as explained in this thread. I told them to make a note and then I'll follow up at the end of the month.


you should be able to port to prepaid on the same sim

My contract ended in December so I'm just paying monthly right now. I called 2 weeks ago wanting to give notice to switch to pay as you go, but was told that I have to pay $50 even though I'm only switching to pay as you go! It's just ridiculous if you ask me. When I asked them why, they said because it's on different network. Huh? What? Monthly plans and pay as you go are on different networks? Whatever. I'm just going to port out my number.

[boblepp]

I'm having problems giving Rogers the 30 day notice. My contract ended back in December. I called Rogers today and they transferred me to retentions for porting out the number. I told the rep "I'm giving 30 day notice for porting out my number", then the rep said "you want to give 30 day notice to cancel?" I said "no, I'm not giving 30 day notice to cancel, I'm giving 30 day notice for porting out my number."

Then the retention rep asked me why I want to cancel. I said Rogers is too expensive. She asked me what cellular plan I have in mind so I said $25 unlimited incoming and outgoing with caller ID and voicemail. Rep said the small companies offering those unlimited plans have poor reception. Anyways after about 5 minutes I just said I only want to give my 30 day notice for porting out and I couldn't stay on the phone for any longer because my baby was crying.

The rep said she can't put a 30 day notice of porting out on my account because it would cancel my number and I won't be able to port out. I kept stressing the fact I only want notice of porting out, not cancellation. She went on to say the day I port out is the day of the notice and I would have to pay for one month of no service regardless. Anyways, I said to her I must go and to please just cancel my 30 day notice for now, since I had to soothe my baby first.

Am I saying something wrong here? Thinking about it, was I supposed to just say something like "could you please put a note on my account giving you a 30 day notice of porting out", instead of saying "I'm giving 30 day notice for porting out"?

Also, I wanted to record the call but she said their policies changed and would appreciate it if I don't record the call. Anyone had problem with that? I don't want to just start recording without the other party's consent.

Please advise

I can tell you it is perfectly OK to record any conversation, only one side has to agree to recording and that is you. With Rogers and Bell it is mandatory you record your calls, they lie and cheat every day and it is your only protection.

Place your account on VISA payment or sending you a paper bill. Do not use direct banking. VISA will give you your money back if they charge the 30 days AFTER you port out with notice. Rogers will not fight that.

Are you month to month now? If yes, ask them to place a note on your file that you called in to give notice. if they threaten to withhold your number, ask for a manager. Remind the manager the CRTC specifically prohibits them from holding your number. Get names and employee numbers for everyone before you start talking to them. Make notes on every call of date, time, person name and employee number and what they said. When they refuse to do what you ask simply tell them you are not cancelling your service. Then wait the 30 days and port out without calling them. They send you a bill. Don't pay it. Dispute it with the CCTS who knows the game well and you will win a credit.

You must believe that everything you heard so far is merely their strategy to scare you. Bell does the same, they colluded on this plan. If you fall for their plan and port right away THEN you owe 30 days. If they agree to a note on the file, call back the next day and have them read the note to you.

The only other option is to pay them. I hope you do not do that.

[boblepp]

My contract ended in December so I'm just paying monthly right now. I called 2 weeks ago wanting to give notice to switch to pay as you go, but was told that I have to pay $50 even though I'm only switching to pay as you go! It's just ridiculous if you ask me. When I asked them why, they said because it's on different network. Huh? What? Monthly plans and pay as you go are on different networks? Whatever. I'm just going to port out my number.

DO NOT GO ROGERS PREPAID. You pay too much and voice mail is not free, you get charged for every call LEFT and PICKED UP whether on cell or land line. You cannot make ANY use of any voice mail feature without paying them per minute.

Go Petro Canada or 7-11 Speakout instead for the same network and lower rates and free voice mail.

DO NOT GO ROGERS PREPAID. PM me if you still feel like that is a good idea.

[Tijuana]

I just spoke to Rogers and they said when you put the cancellation request through, the line only becomes inactive after the 30 days and not immediately?

[wanderingcat]

Thank you very much OP!

Just filed a complaint with CCTS!

[wanderingcat]

got a call from Rogers office of president, offered the credit for the charge of the month after port out!

Thanks again OP! Great job!:lol:

[boblepp]

got a call from Rogers office of president, offered the credit for the charge of the month after port out!

Thanks again OP! Great job!:lol:

You are welcome, and thanks for the follow up!

[wulipai]

got a call from Rogers office of president, offered the credit for the charge of the month after port out!

Thanks again OP! Great job!:lol:

Have you give 30 day notice? or you just ported out?

[jaynnjoy]

Filed my complaint on May 31st and received an email from Fido OoP today advising of the credit. Thnx!!

[wulipai]

Filed my complaint on May 31st and received an email from Fido OoP today advising of the credit. Thnx!!

Did you call Fido before you file your complaint? Can I directly file my complain?

[jaynnjoy]

Did you call Fido before you file your complaint? Can I directly file my complain?


I contacted Fido first after noticing their monthly charge for the service that I never used via their chat line. After my request for credit was denied, that's when I filled out the CCTS online form.

[wulipai]

I contacted Fido first after noticing their monthly charge for the service that I never used via their chat line. After my request for credit was denied, that's when I filled out the CCTS online form.



Oh, I see, thank you for sharing. Btw did you give Fido 30 days notice?

[jaynnjoy]

No I didn't give Fido a 30 day notice. I simply ported out few days before my bill cut-off date.

[happycatmeows]

I called in a month in advance asking Rogers to put a port out note on my account but they refused. So I just did my port out 2 days before my billing cycle ends. Strange enough I did not get charged for 1 extra month, but I did only port out to Chatr though which is really just Rogers so I don't know if that made a difference. I waited for my first bill after my port out, no charge. I waited one more month, still no charge. I'm happy! I was so ready and prepared to fight for my money!! :D

[KevC]

Can I still avoid this if I'm mid-contract?

I understand I have to pay the ECF/DECF but I wanna avoid paying the 30days in addition...

[ceredon]

Can I still avoid this if I'm mid-contract?

I understand I have to pay the ECF/DECF but I wanna avoid paying the 30days in addition...
Should be able to. You are no more and no less obligated to pay the scam fee that someone not under contract. They claim the 30 day dead air fee based on their TOS not on their contract terms, which is why the apply it to contract and non-contract customers. They will try to charge you just as they would anyone else and you would just as able to get it reverses as anyone else.

[jmatheson64]

First, thanks to bobble and everyone for being so damn informative.

I have been off contract for about a year and Ported my number from Bell to PetroCan (lol took them 4 hrs) and received email confirming cancellation from Bell:


Hello ___

This email is to confirm that we have recently received your request to cancel your wireless number ____. We require 30 days notice to complete this request as outlined in the terms of your service agreement. Your account will be cancelled on 08/04/2012.

Over the next 30 days, your account and mobile phone will remain active (unless otherwise notified) and you will be billed accordingly.

Your monthly rate plans and features are regularly billed one month in advance. As a result, you may receive one additional invoice prior to receiving your final invoice while our system prepares to cancel your account. The final bill will be prorated according to the cancellation date.

Please note, any roaming type charges may take up to 90 days to be processed and billed to your account.

For more information on final bills, please go to bell.ca/finalbill

It's not too late to come back. To find out more about what we can do for you, please call us at 1 800 667 0123.


Sincerely

Bell Mobility

I'll be phoning them later to see about this, but after reading this thread I expect to be told to pay. I wish I had known how complicated this all was prior to porting my number but whatever the money is still in my hand. Is it okay to file a preemptive complaint prior to paying this bill or is it only practical to pay and then complain? I'd rather keep the money in my hand rather than get it back later.

[Dorianking]

First, thanks to bobble and everyone for being so damn informative.

I have been off contract for about a year and Ported my number from Bell to PetroCan (lol took them 4 hrs) and received email confirming cancellation from Bell:

I'll be phoning them later to see about this, but after reading this thread I expect to be told to pay. I wish I had known how complicated this all was prior to porting my number but whatever the money is still in my hand. Is it okay to file a preemptive complaint prior to paying this bill or is it only practical to pay and then complain? I'd rather keep the money in my hand rather than get it back later.

Sorry to bump this but with the above post,

My contract ends on August 5th and I have just filed a complaint per-emptively. I fulfilled my 2 year contract with them (Fido) and I have already sent the report because I know they will charge me. Of course, it will always be on my Visa and I can easily charge it back but I am taking preventative measures now so my waiting time is less.

[Airbus]

I am going to switch to the cheapest plan(rogers will rob me $27 instead of $78), port out, and file a complaint.

[LostInTruth]

No offense, but some people here way overanalyze this stuff. Its not that serious, you would think they are trying to cheat you of your first born. Reading this thread and people get monthly discounts and still whine when they are leaving. Ill say this, Rogers CSR is poor but the general consumer market isnt any better looking at these retention threads and such.

[boblepp]

First, thanks to bobble and everyone for being so damn informative.

I have been off contract for about a year and Ported my number from Bell to PetroCan (lol took them 4 hrs) and received email confirming cancellation from Bell:



I'll be phoning them later to see about this, but after reading this thread I expect to be told to pay. I wish I had known how complicated this all was prior to porting my number but whatever the money is still in my hand. Is it okay to file a preemptive complaint prior to paying this bill or is it only practical to pay and then complain? I'd rather keep the money in my hand rather than get it back later.

Think about what a "pre-emptive" complaint is... a lie. You will be stating that you HAVE BEEN CHARGED when you have not. That will not be viewed well by CCTS. My guess.

There is no benefit, wait for the charges. My guess.

You need not pay, just get the bill, complain, wait for a decision, then decide to pay or run.

[boblepp]

Telus..... had the 30 day in advance conversation, rep stonewalled on the dead air charge, asked for manager... he briefly tried to stonewall and then agreed to personally reverse any dead air charge with a reference number too.

Be persistent. Give the notice. Demand a note be put on file. Follow up. Make complaint when necessary knowing you will win.

But do things in the correct order. You cannot make up your own schedule for these things.

[ceredon]

No offense, but some people here way overanalyze this stuff. Its not that serious, you would think they are trying to cheat you of your first born. Reading this thread and people get monthly discounts and still whine when they are leaving. Ill say this, Rogers CSR is poor but the general consumer market isnt any better looking at these retention threads and such.
If you don't mind paying for services you will not receive, you may feel free to send me a cheque for $1000. For that payment, I will wash your car, clean your home and landscape your yard. Except I won't actually do any of that, I will simply take your money. Sound ok?

[R8247]

OMG it worked !

Got a call from a nice lady from the President's Office, who agreed to reverse the charges.

I guess they take the CRTC compliants more seriously than - than complaints to CSRs / managers.

[dnyc]

I ported from rogers to telus. Currently waiting for my final bill with rogers which should be 285 + 30 days notice. I did not provide 30 days notice of cancellation. When the time cons will ctss be able to fight the the 30 days notice? Do i need to call rogers first and dispute the 30 days notice first and they refuse then file a complaint to ctss?

Thanks in advanced

[boblepp]

I ported from rogers to telus. Currently waiting for my final bill with rogers which should be 285 + 30 days notice. I did not provide 30 days notice of cancellation. When the time cons will ctss be able to fight the the 30 days notice? Do i need to call rogers first and dispute the 30 days notice first and they refuse then file a complaint to ctss?

Thanks in advanced

This is just a game of numbers to Rogers, so, YES, make a CCTS complaint. If you had called you would have been told to "just port out" anyway so saying that that happened is just a white lie. But you will have to say you tried to give notice. Dispute to Visa if that is how you paid.
You will win.

[momomonkey]

hi everyone
im sorry about not fully understanding everything but if you could help me out
im with fido and planning to switch with wind mobile, my billing cycle ends on the 23rd
how would i go about this? i've tried to go over all the posts but there are so many and it's getting confusing
if anyone can help me out that would be greatly appreciated

[speedyforme]

Question, I want to port my number over ASAP and my current monthly billing is the 5th of every month, aka Sept 5 is the next start cycle. If I port now, do I only pay monthly services until Sept 5th? After that, no other charges and I do not have to deal with this type of complaint right?

[X360]

Question, I want to port my number over ASAP and my current monthly billing is the 5th of every month, aka Sept 5 is the next start cycle. If I port now, do I only pay monthly services until Sept 5th? After that, no other charges and I do not have to deal with this type of complaint right?
No, Rogers system will automatically charge you 30 days after cancellation... You have to fight them to get money back after you receive the bill... So just port any date you want, don't have to wait for your billing cycle date...

[speedyforme]

No, Rogers system will automatically charge you 30 days after cancellation... You have to fight them to get money back after you receive the bill... So just port any date you want, don't have to wait for your billing cycle date...

Ah OK. Thanks. So technically porting my number means I should NOT get charged after the 5th but I will and have to deal with this complaint. I'm with Bell.

[speedyforme]

OK reading this thread has completed freaked me out, can someone post steps by step actions I should take if I would like to port my number?

I'm also cancellaing a contract in which I assume I will be paying early cancellation fees.

Do I call Bell to notify them of my intent to port my number but to not cancel? Then call Telus (new carrier) to port my number whenever. My billing cycle is 5th of each month and I need to have Telus working by Aug 31st. So I assume I call them and notify of intent to port, then Telus ports it by month end. What happens afterwards? Wait for a bill to be charge for Sept 5-Oct 5? Or what?

[S150PM]

For Bell, you can read this thread

http://www.howardforums.com/showthread.php/1703774-Can-a-sticky-or-FAQ-be-made-to-detail-Transfer-Out-From-Bell-Without-Charges-quot?p=14286141#post14286141

[speedyforme]

For Bell, you can read this thread

http://www.howardforums.com/showthread.php/1703774-Can-a-sticky-or-FAQ-be-made-to-detail-Transfer-Out-From-Bell-Without-Charges-quot?p=14286141#post14286141

Thanks, but it doesn't really help for those who would like to port their number before the 30-day mark. If I do port it before the 30-day mark I am out of luck?

[Kasakato]

I called in to advise of a port and was told I should not tell them of such. They said to simply port and I could be good to go. I assume this is substantial enough for the CCTS?

[X360]

If you want to port right away then just do it. After that, try complain to CCTS to get back your 30 days bill...

[LazyCanuck]

Great thread. A complaint was filed on Aug 11 (Saturday) on behalf of an elderly person and Fido credited the account on Aug 14 (Tuesday). This was for a port that was done in mid May of this year.

Basic summary of events:
-Ported to another carrier in mid May.
-Fido charged 30 days of dead air after port date.
-Bill was fully paid in mid June, but later called in and asked for credit. Fido declined.
-Became aware of this thread last week.
-Filed complaint with CCTS on Aug 11. Made note of the date that Fido declined.
-Credit issued by Fido on Aug 14.

[Jenny1975]

I was successfull at having the 30-day service charge reversed yesterday. What I did:

- Called Rogers a little over 30 days before porting my number. Had them place a note on my file concerning my notice/intent to port and got an interaction # for the conversation.
- A month later, ported my number to another provider.
- Received bill for 30-days service after the port date
- Called customer service requesting reversal of charges. Customer service rep refused.
- Requested escalation of matter to manager. Manager agreed to reverse the charges.

:)

[milomilemila]

I get the 30-day service charge reversed today as well. Here are my steps:

- Ported my numbers on Aug 3.
- When my bill came up on Aug 14, called Rogers rep but she refused to reversed the charge, I then asked to talk to the manager, the manager refused it as well.
- Filed a complaint to CCTS on Aug 14.
- Got confirmation email regarding the complaint on Aug 15.
- Got a call from Rogers OoP on Aug 15 with an agreement that the charges will be reversed.
- Today, Aug 16, get an email from Rogers OoP saying that the charges are now reversed.

Thanks to OP with the detail of filing a complaint. CCTS really works :)

[Drizzt]

Thanks for the writeup. I ported on Aug 9. My billing cycle was from Jul 27-Aug 26. I then got another bill from Aug 27-Sep 8. I may have let the original over-charge slide, but since I got yet another bill, I might as well try this route and see if I can't get back $ for all the unused service time. Took a bit of math, calculating all long distance charges as 100% payable by me, and regular monthly fees as ... 45% payable by me (on the first bill), and 0% payable by me on the 2nd bill. I will call rogers to start the process tomorrow, and keep people updated.

[hOrnizuka]

Are there any government body (CRTC?) going to do something about this??? This feels like a scam to me...

[McLaren]

I've submitted a complaint to CCTS for Rogers not renewing the SAF credit for the final year of the contract even though it was agreed upon at the beginning of contract that there would be no SAF charge. Will see what happens.

[Jakk89]

Thanks for this really helpful thread, I was just wondering whether you guys recommend the 30 day notice because I was talking to a wind mobile rep and he said that if I cancel or let them(fido) know in advance, they(wind mobile) won't be able to port my number cause it will be gone or cancelled in some way. Should i port out a few days before my cycle ends without giving them notice?

[Drizzt]

Aug 30 - got 2nd bill for remainder of 30 days
Aug 31 - called Rogers for reversal
Aug 31 - sent complaint to CCTS
Sep 5 - got confirmation from CCTS that issue was reported to Rogers
Sep 6 - got call from rogers and worked out the following: cancellation of 2nd (unpaid) bill, and $26 credited back to my credit card.

Thanks OP.

[boblepp]

Thanks for this really helpful thread, I was just wondering whether you guys recommend the 30 day notice because I was talking to a wind mobile rep and he said that if I cancel or let them(fido) know in advance, they(wind mobile) won't be able to port my number cause it will be gone or cancelled in some way. Should i port out a few days before my cycle ends without giving them notice?

That is teh scam they all play. They threaten that if you give notice they hold your number from being ported away.
Call 30 ahead, ask teh question "WIll you lock my number of I give notice as required in my contract?" If they say yes, ask them to put a note on your file that you called about giving notice and were talked out if it.
Port out whenever you like. You will get the 30 day charge. Dispute it, and you will win.

[FrostyJack]

wow I can't believe how big companies will try to scam their customers....crazy

[Zero1]

Need something clarified.

I haven't paid my september (billing occurs beginning of the month) and am being charged about $9 after tax (that is not my actual bill and no i didn't over pay). I have a temp account with mobilicity setup and all i need to do is just port my number and im done. Should I pay my september bill and expect a bill for all of october? I just don't know how this will workout and want to make sure I do it right so I get expected charge over turned.

[dnyc]

I am trying to fill out the ccts online form. What option do you you choose under 'nature of complaint'?

[dnyc]

Filed complaint on the 14th. Received email from CCTS today. Rogers called me today and processed a cheque for the amount of 30 days notice.

[Aero]

If you port from Fido to Rogers do you still have to give notice/pay 30 days?

[Bing]

Thanks to everyone who has contributed to this thread, it has been very informative.

I recently ported out my number from Rogers and followed the instruction here and oddly (more surprisingly) did not get billed for the extra 30 days. I called Rogers and talked nicely to the CSR asking him to place a note on my account. He explained that the 30 days doesn't start until I port out. I told him I understood, but insisted he left the note. My number was ported out 29 days later and received a bill with a one day credit. May be too good to be true so I'll wait until the next billing cycle to see if I'm issued another bill.

[Nigel]

Thanks to this thread I believe I'm prepared for my upcoming portings.

Aug I phoned robbers stating my intent to give 30 days notice for porting. They told me they cant do that, cancel or nothing. OK, fine, nothing.
Sept 20 phoned in and tried to remove all data from my phones effective Sept 23 billing date. Was told, cant do that, need 30 days notice. WTH? On Data? They graciously canceled my ipad data share phone number effective Sept 23.
Today, because of this thread, changed my mastercard info to my visa info.
Sept 23 billing date
Sept 25 porting out to bell (hopefully)
October phoning visa and complaining lol.

[mrphpm]

Isn't it simpler to not pay with a credit card and therefore they send you a bill you will never pay?

[dnyc]

Isn't it simpler to not pay with a credit card and therefore they send you a bill you will never pay?

Hurting your credit score is worth it?

[mrphpm]

Yes. $75 owed to Rogers is going to break your good credit?

[Jimboski]

Yes. $75 owed to Rogers is going to break your good credit?

I would think so!
Unpaid anything Is always no good..

$75 owed.. Is that your monthly plan? Lol..

[dnyc]

Yes. $75 owed to Rogers is going to break your good credit?

I don't agree with 30 days notice as a consumer when porting but cancelling 30 days notice is OK. These are terms set by the providers and its their choice to add any terms they want and by signing up you agree to their terms. No gun is pointed at your head. Not allowing customers to cancel and then port over is why I fought for my money back. Why should we pay a month of service to the new provider and also a month with the previous provider. Not paying your balance whether its a dollar or 100and affect your credit, I rather save the headache.

[Jimboski]

I don't agree with 30 days notice as a consumer when porting but cancelling 30 days notice is OK. These are terms set by the providers and its their choice to add any terms they want and by signing up you agree to their terms. No gun is pointed at your head. Not allowing customers to cancel and then port over is why I fought for my money back. Why should we pay a month of service to the new provider and also a month with the previous provider. Not paying your balance whether its a dollar or 100and affect your credit, I rather save the headache.

+1.. The potential consequences In the future over a bill for $75 Is not worth the risk.

[mrphpm]

I would think so!
Unpaid anything Is always no good..

$75 owed.. Is that your monthly plan? Lol..

$73, taxes included, unlimited calls and txts, 6 gb data plan. Try finding that plan on Rogers' site. What's yours?

Fighting with Rogers' retention to keep a plan you have had for 15 years is how your plan got so low. Calling in to haggle over a discontinued limited time discount is a pain in the rear.

Also, you'll find that many are losing their old plans with the switch to LTE.

[Nigel]

$73, taxes included, unlimited calls and txts, 6 gb data plan. Try finding that plan on Rogers' site. What's yours?

Fighting with Rogers' retention to keep a plan you have had for 15 years is how your plan got so low. Calling in to haggle over a discontinued limited time discount is a pain in the rear.

Also, you'll find that many are losing their old plans with the switch to LTE.

The unlimited local calling plan for $35 plus $30 6GB data ya, got it too. I'm still leaving robbers. They would not include picture texts for me, can u believe it? .50 each

[mrphpm]

The unlimited local calling plan for $35 plus $30 6GB data ya, got it too. I'm still leaving robbers. They would not include picture texts for me, can u believe it? .50 each

Leaving Rogers for whom?

[Nigel]

Leaving Rogers for whom?

Going to bell. 3100 minutes per month can/usa calling included.

[ceredon]

Going to bell. 3100 minutes per month can/usa calling included.

Interesting. Do you have more details? Corp plan? What's your final price? What's included?

[mrphpm]

Interesting. Do you have more details? Corp plan? What's your final price? What's included?

So you forward your unanswered calls to Google Voice to avoid paying visual voicemail charges on the iPhone? This is off topic but what a pain that must be not using the iPhone as it was designed.

[mrphpm]

Going to bell. 3100 minutes per month can/usa calling included.

I assume with the unlocked phone you called Telus, Bell, etc. and shopped around for the best price. How do they treat you knowing you have an unlocked phone? Do they try to get you into a contract with them?

[ceredon]

So you forward your unanswered calls to Google Voice to avoid paying visual voicemail charges on the iPhone? This is off topic but what a pain that must be not using the iPhone as it was designed.
No pain. I used VVM for the first 2 years, wasn't all that impressed. Nice service, but GV gives me every feature that VVM does, plus no message restriction, archiving of messages, message transcription and being able to be notified of and to listen to my messages from anywhere, whether I have my phone with me or not. How could that possibly be a pain? I also travel to the US occasionally and us US SIMs, so having my Canadian calls already forwarded to my US GV number save me the headache of having to forward to another US number I might not know until I get there. Once I get there I just forward my GV number to my new US number. And I don't have to worry about US roaming fees when checking my messages, as I would with VVM. Using GV just provides far more than not using it.

Technically I don't save any money because the value pack I had worked out to be the same with VVM and CID as I pay for CID and CCF separately. I changed because VVM was too limited as a service.

[Nigel]

Interesting. Do you have more details? Corp plan? What's your final price? What's included?

Here's my plan I'm getting from bell:

It's supposedly called the smart business plan
3100 Daytime minutes
§ Unlimited Incoming
§ Unlimited Local Bell Mobility to Bell Mobility
§ Unlimited Long Distance (Canada to Canada and Canada to US)
§ Unlimited Text messaging inc picture (Canada to Canada and Canada to US)
§ Unlimited local member to member calling
§ Unlimited Evening / Weekend (6:00 pm)
§ Call Display
§ Voicemail (Business Size for 25 message – not basic for 3 voicemails being offered by Telus)
§ 6GB Data (includes tethering)
§ Call Waiting
§ Conference Calling

Price is $85.00 /month, we’ll be offering $400.00 as Port in Credits for each line.

We’ll credit the activation fee of $35.00/ line as well

After 3 years, renewable month to month basis with 10% discount on charges, so not bad, Ill take it. Most cell plans today will run you at least $65 anyway and don't have no where near the goodies this one does. Ya, its not like your unlimited with your $30 per month credit but I figure 2+ hrs of talk time per weekday is pretty much unlimited to me. The most I ever went was 2800 minutes in a month.



I assume with the unlocked phone you called Telus, Bell, etc. and shopped around for the best price. How do they treat you knowing you have an unlocked phone? Do they try to get you into a contract with them?

Actually, in my situation this time around this is what I'm doing:
I'm taking the 3 yr contract to lock in this rate for 3 yrs cause for me its a great deal. (I do lots of USA calling)
I'm getting $1200 for port in credits cause I'm taking 3 phones with me over there. (My wife's, 19 yr old daughters who pays her own phone bill, and mine)
Cost of 3 iPhone 5's 64 GB $379x3=$1137 net savings $63 from port in credit plus no activation fees $35x3=$105+ the $63 = $168 saved because robbers was going to charge me a $35 fee for each phone line upgrade and I'm already with them.
If I ever need to cancel, sell the iPhone 5's and pay the penalty with that money because basically bell's iPhone's are permanently locked to their network anyway so who needs them if I leave bell?

I did phone around and telus did not want to match this offer. I was basically laughed at and said ssuuurrreeee....... you are getting that from bell. We will give you 600 minutes, no USA calling and only $350 port in credits. With telus or robbers if you have an unlocked phone they won't throw you into a contract because they are on those new flex plan payouts linked to hardware subsidies. They both give you a $13 per month credit off your hardware tab you still owe basically and there is a 12.50 closing account fee per phone line.

EDIT: I thought I should mention because I'm getting flooded with PM's :) that from what I was told to get this deal you need to live in AB or BC and have minimum 2 phone lines. I keep forgetting that part. Maybe if you ***** enough they will give it to you centralists and easterners?

[Nigel]

No pain. I used VVM for the first 2 years, wasn't all that impressed. Nice service, but GV gives me every feature that VVM does, plus no message restriction, archiving of messages, message transcription and being able to be notified of and to listen to my messages from anywhere, whether I have my phone with me or not. How could that possibly be a pain?

I have seen this mentioned before.... its interesting, so GV only has usa numbers or do they have cdn numbers too? I use the dell voice app and I cant believe they give you a cdn phone number for free. wow.

[mrphpm]

I have seen this mentioned before.... its interesting, so GV only has usa numbers or do they have cdn numbers too? I use the dell voice app and I cant believe they give you a cdn phone number for free. wow.

google voice doesn't work with canadian forwarding numbers. You have to use forwarding minutes (to the US) to send the number to Google Voice and then you have to retrieve the messages via the google voice app. I can't remember the last time I forwarded a call.

Maybe it's just me, but I like to use the iPhone as it was intended, and not use third party apps from a company Apple is increasingly at odds with. To each his own of course.

[WorldIRC]

Here's my plan I'm getting from bell:

It's supposedly called the smart business plan
3100 Daytime minutes
§ Unlimited Incoming
§ Unlimited Local Bell Mobility to Bell Mobility
§ Unlimited Long Distance (Canada to Canada and Canada to US)
§ Unlimited Text messaging inc picture (Canada to Canada and Canada to US)
§ Unlimited local member to member calling
§ Unlimited Evening / Weekend (6:00 pm)
§ Call Display
§ Voicemail (Business Size for 25 message – not basic for 3 voicemails being offered by Telus)
§ 6GB Data (includes tethering)
§ Call Waiting
§ Conference Calling

Price is $85.00 /month, we’ll be offering $400.00 as Port in Credits for each line.

We’ll credit the activation fee of $35.00/ line as well

After 3 years, renewable month to month basis with 10% discount on charges, so not bad, Ill take it. Most cell plans today will run you at least $65 anyway and don't have no where near the goodies this one does. Ya, its not like your unlimited with your $30 per month credit but I figure 2+ hrs of talk time per weekday is pretty much unlimited to me. The most I ever went was 2800 minutes in a month.




Actually, in my situation this time around this is what I'm doing:
I'm taking the 3 yr contract to lock in this rate for 3 yrs cause for me its a great deal. (I do lots of USA calling)
I'm getting $1200 for port in credits cause I'm taking 3 phones with me over there. (My wife's, 19 yr old daughters who pays her own phone bill, and mine)
Cost of 3 iPhone 5's 64 GB $379x3=$1137 net savings $63 from port in credit plus no activation fees $35x3=$105+ the $63 = $168 saved because robbers was going to charge me a $35 fee for each phone line upgrade and I'm already with them.
If I ever need to cancel, sell the iPhone 5's and pay the penalty with that money because basically bell's iPhone's are permanently locked to their network anyway so who needs them if I leave bell?

I did phone around and telus did not want to match this offer. I was basically laughed at and said ssuuurrreeee....... you are getting that from bell. We will give you 600 minutes, no USA calling and only $350 port in credits. With telus or robbers if you have an unlocked phone they won't throw you into a contract because they are on those new flex plan payouts linked to hardware subsidies. They both give you a $13 per month credit off your hardware tab you still owe basically and there is a 12.50 closing account fee per phone line.

EDIT: I thought I should mention because I'm getting flooded with PM's :) that from what I was told to get this deal you need to live in AB or BC and have minimum 2 phone lines. I keep forgetting that part. Maybe if you ***** enough they will give it to you centralists and easterners?

There are a few incorrect points here.

1. You will not get 10% discount when you're off contract; this applies only to retail rate plans. Also the 10% Rate Plans are a completely different Rate Plan (in the system) than the non-discounted ones. It is not like they apply a 10% discount, it is a whole different rate plan (e.g., $65 consumer plan on contract would actually be a $58.50 plan on 30 day in the system (not $65 - 10%). So unless Bell (not your rep) puts this in ink on your contract (which they won't), do not trust it.
2. This plan is available nationwide, not just western region. If one finds themselves a reliable "tier 2" business rep, they will be able to obtain this plan w/o hassle (assuming rules are followed)
3. This plan is called the $85 Small Business Promo Combo plan
4. You should be aware that if you cancel during your contract, your $400 port-credit will also be reversed and charged back to you
5. The $35 activation fee credit that is advertised on Bell.ca is not eligible for these Small Business Promo Plans (they conflict with both the plan and the generous $400 credit you are getting). Depending on how the rep processes it may have an impact (credited or not essentially).

Just making sure you have the full story...

[Nigel]

There are a few incorrect points here.

1. You will not get 10% discount when you're off contract; this applies only to retail rate plans. Also the 10% Rate Plans are a completely different Rate Plan (in the system) than the non-discounted ones. It is not like they apply a 10% discount, it is a whole different rate plan (e.g., $65 consumer plan on contract would actually be a $58.50 plan on 30 day in the system (not $65 - 10%). So unless Bell (not your rep) puts this in ink on your contract (which they won't), do not trust it.
2. This plan is available nationwide, not just western region. If one finds themselves a reliable "tier 2" business rep, they will be able to obtain this plan w/o hassle (assuming rules are followed)
3. This plan is called the $85 Small Business Promo Combo plan
4. You should be aware that if you cancel during your contract, your $400 port-credit will also be reversed and charged back to you
5. The $35 activation fee credit that is advertised on Bell.ca is not eligible for these Small Business Promo Plans (they conflict with both the plan and the generous $400 credit you are getting). Depending on how the rep processes it may have an impact (credited or not essentially).

Just making sure you have the full story...

Thx Brian for the info. Good to know on point 1
Great news on point 2 for everyone here. How come its not found on the bell website other than AB or BC or have they changed that recently?
3. Good to know if you phone in.
4. I will need to see the contract on that. I was told it was a fair pro rated charge back. How can they charge a full $400 and the penalty fee when you have lets say a yr left?
5. I am getting both. I have it in writing.

[WorldIRC]

Thx Brian for the info. Good to know on point 1
Great news on point 2 for everyone here. How come its not found on the bell website other than AB or BC or have they changed that recently?
3. Good to know if you phone in.
4. I will need to see the contract on that. I was told it was a fair pro rated charge back. How can they charge a full $400 and the penalty fee when you have lets say a yr left?
5. I am getting both. I have it in writing.

Hi Nigel,

The promo plans are not advertised; hence why they are not on the website. They are "last ditch offers".
Your contract won't state anything about the $400 port credit retraction specifically...but it is stated on our internal bulletins. How they would legally enforce, I'm not in a position to say. Check your contract, are there any things about "credits received, etc...". The retraction of the port credit ALSO applies if you cancel your second line, thus making you no longer eligible for the $85 plan on the remaining line (assuming 2 lines).

Tell your rep to open the documentation on the $85 plan and scroll down to Port Credit eligibility; they'll see that it says full chargeback applies on any "downgrade" (which would include cancellation)

[ceredon]

google voice doesn't work with canadian forwarding numbers. You have to use forwarding minutes (to the US) to send the number to Google Voice and then you have to retrieve the messages via the google voice app. I can't remember the last time I forwarded a call.

Maybe it's just me, but I like to use the iPhone as it was intended, and not use third party apps from a company Apple is increasingly at odds with. To each his own of course.
Well, I'm a long time Apple user (30+ years now) so I don't feel I need to demonstrate some sort of loyalty to them by avoiding Google. I like both companies. As I said, VVM is good, but it is limited. I don't really case about how 'it was intended'. VVM was intended to be a recurring cash generators for Apple, and it has been, and kudos to them for putting it out there. GV works better for my needs. I'll always put my needs above Apple's.

[WorldIRC]

Well, I'm a long time Apple user (30+ years now) so I don't feel I need to demonstrate some sort of loyalty to them by avoiding Google. I like both companies. As I said, VVM is good, but it is limited. I don't really case about how 'it was intended'. VVM was intended to be a recurring cash generators for Apple, and it has been, and kudos to them for putting it out there. GV works better for my needs. I'll always put my needs above Apple's.

GV has been awesome for me too for VM purposes!

[canudobetter]

I need some advise from the experts here.

My billing cycle with fido ends today and I plan on porting out to telus next week when my phone arrives.
Should I call fido today and inform them of my intent and then wait 30 days before porting or just port out whenever and then complain to ccts when I get billed?

TIA

[Nigel]

An update, my billing date was the 23rd, I ported 24th, I complained to CCTC on the 28th, I got a letter from CCTC on the 3rd saying my complaint is valid, today received a phone call from Rogers and got a 180.00 credit applied to my final bill for my 2 phones I ported. :)

The procedure works. Kudo to Rogers for applying my credit on my last bill.

[Jobe00]

I need some advise from you guys...

I am currently with fido with 1.5 months left in my 3 year contract. I got a 3gs with this contract 3 years ago. When I called in to ask about my ECF, they said it was $200, which to me, sounded ridiculous. Their excuse was that the $200 was to cover the cellphone subsidy.

Now, I want to switch to Wind $29 unlimited plan which ends on Oct 15, but Fido insists that they will charge me $200 in addition to the last month of service if I port my number before Oct 26th. My contract ends on Nov 24.

What should I do? Is the ECF really $200? Any help would be appreciated. Thanks!

[noob666]

I need some advise from you guys...

I am currently with fido with 1.5 months left in my 3 year contract. I got a 3gs with this contract 3 years ago. When I called in to ask about my ECF, they said it was $200, which to me, sounded ridiculous. Their excuse was that the $200 was to cover the cellphone subsidy.

Now, I want to switch to Wind $29 unlimited plan which ends on Oct 15, but Fido insists that they will charge me $200 in addition to the last month of service if I port my number before Oct 26th. My contract ends on Nov 24.

What should I do? Is the ECF really $200? Any help would be appreciated. Thanks!

first off depend how much saving you'll receive when you cancel your fido ? i paid $200 to rogers to cancel my phone because i saved $50/month after i switch over to mobi (which i can make it up in 4 months )

if you can't stand fido and it's a big difference in saving, i would save screw them and make sure you file a CCTS complaint after to make sure they give you back the extra 30 days of monthly charge

i am 100% sure in christmas, mobi and wind will have a new promotion, if you are going to miss the $29 plan, no worry, you might get a better one in Christmas

[ceredon]

I need some advise from you guys...

I am currently with fido with 1.5 months left in my 3 year contract. I got a 3gs with this contract 3 years ago. When I called in to ask about my ECF, they said it was $200, which to me, sounded ridiculous. Their excuse was that the $200 was to cover the cellphone subsidy.

Now, I want to switch to Wind $29 unlimited plan which ends on Oct 15, but Fido insists that they will charge me $200 in addition to the last month of service if I port my number before Oct 26th. My contract ends on Nov 24.

What should I do? Is the ECF really $200? Any help would be appreciated. Thanks!

I would check with Wind, but you should be able to open a line there now to get the promo and then port your number over when you contract expires. The old ECF is a kick in the nuts but it is what it is and they have you bound by contract for it. It is very unlikely they will let you out for less than the $200. But if you open the Wind line now, Wind can probably port in your Fido number in 1.5 months and you will be all set. Suck to pay the $60 for 2 months of service on Win that you won't use, but it might be worth considering. Call Wind to see if they can do that.

For your 30 month of dead air, call Fido a month before you port and tell them to put a note on your account that you plan to port in 30 days. Be very explicit that they are not to put your account into pending cancel or hold your account or anything else, as this will prevent the port. Explain they are only to place a note on your account that you called and what you said. Then when the charge you the dead air fee and you complain to CCTS, CCTS will force them to refund the fee to you. You could choose not to call Fido first, which is safer, since there is no risk of them locking you number from porting, but CCTS won't always force the full refund then, since you contract requires 30 days notice (even if Fido's system intentionally cannot accept 30 day notice of porting). They sometimes will force the full refund but not always in that case.

[noob666]

I would check with Wind, but you should be able to open a line there now to get the promo and then port your number over when you contract expires. The old ECF is a kick in the nuts but it is what it is and they have you bound by contract for it. It is very unlikely they will let you out for less than the $200. But if you open the Wind line now, Wind can probably port in your Fido number in 1.5 months and you will be all set. Suck to pay the $60 for 2 months of service on Win that you won't use, but it might be worth considering. Call Wind to see if they can do that.

For your 30 month of dead air, call Fido a month before you port and tell them to put a note on your account that you plan to port in 30 days. Be very explicit that they are not to put your account into pending cancel or hold your account or anything else, as this will prevent the port. Explain they are only to place a note on your account that you called and what you said. Then when the charge you the dead air fee and you complain to CCTS, CCTS will force them to refund the fee to you. You could choose not to call Fido first, which is safer, since there is no risk of them locking you number from porting, but CCTS won't always force the full refund then, since you contract requires 30 days notice (even if Fido's system intentionally cannot accept 30 day notice of porting). They sometimes will force the full refund but not always in that case.

They will lock your number if you are telling them.

There is no need to tell them, just port your number and file a CCTS report if they charge you.

I ported 2 lines and I've got full refund as most the people on this board.

[ceredon]

They will lock your number if you are telling them.

There is no need to tell them, just port your number and file a CCTS report if they charge you.

I ported 2 lines and I've got full refund as most the people on this board.
They will (should) only lock it (actually put it on old) if you tell them you are canceling. If you explain they are not too they shouldn't.

CCTS usually says to do a full refund, but not always. I've read cases where they recommended 50% because no notice was given. I'll see if I can find a link but that might be tough.

Edit:
found one: http://www.howardforums.com/showthread.php/1777801-Experience-with-30-day-Dead-Air-charge-and-CCTS?p=14932811#post14932811


The thread in which we discussed this is a year old http://www.howardforum.com/showthrea...rs-efficiently and I thought I shouldn't post to it.

In the end, a few months after the above thread, I ported my Rogers number out to voip.ms and Rogers charged me about $42 for 30 days of service since I hadn't given 30 days' notice of terminating the service.

After arguing with Rogers over this (and them offering $20 as a courtesy credit, essentially the partial-month amount after my final full billing cycle) I duly complained to CCTS. The person there was very polite friendly and informative, but the bottom line was that if it was in my contract with Rogers, then they couldn't force Rogers not to charge it. My choice was either to refuse the courtesy refund on principle (and be listed as a not-satisfied-by-Rogers statistic) or the CCTS agent would be happy to ask Rogers for my $20 again. In the end I took the latter, which I fear does set a price on my principles.

The logic is that the CCTS is not empowered to re-write legal contracts and it's all about allowing the market to decide things like this as some companies require the 30 days and some don't -- which is not entirely wrong, as Rogers no longer has the ECF, for example.

Anyway that was my experience. I had no problem with the CCTS attitude, I was just surprised that everyone here seemed to think they would be able to get Rogers to rescind what was a legal contract clause.


While most will get the full refund regardless of whether they call in or not, it is more of a CYA move to make the call, but be explicit with them not to put your line into a pending cancel state.

[Nigel]

I need some advise from you guys...

I am currently with fido with 1.5 months left in my 3 year contract. I got a 3gs with this contract 3 years ago. When I called in to ask about my ECF, they said it was $200, which to me, sounded ridiculous. Their excuse was that the $200 was to cover the cellphone subsidy.

Now, I want to switch to Wind $29 unlimited plan which ends on Oct 15, but Fido insists that they will charge me $200 in addition to the last month of service if I port my number before Oct 26th. My contract ends on Nov 24.

What should I do? Is the ECF really $200? Any help would be appreciated. Thanks!

Your problem here is this is not the same fee people like myself are getting refunded here. The $200 fee is for cancelling your contract early. I would read the contract you signed, some older ones will charge you a $20 per month left on contract early cancel fee with a minimum of $100 or up to max of $400. Maybe yours is a minimum $200 cancel fee. If so, just wait till the contract expires.

As for the addition of the last month of service, just phone them with the one month left on your contract and give them only a "NOTICE OF INTENT TO PORT", they will tell you no we don't do that, no problem you say then file complaint with cctc.

[sloo24]

Just to add some details to this thread.

I ended up porting out from Rogers, no notice given, and I was well beyond my contract end date. They of course charged me an extra month and I immediately filed a CCTS report. I did get a call back from a rogers person about the CCTS report as they were trying to come to a solution (so the rep that calls is from the carrier and NOT CCTS). I got the month credit and then started a discussion with her about how to avoid this in the future.

I explained to her how it was impossible to port if I gave the cancellation notice and all that. She said that there was a way, by calling in and telling them that I would be porting in 30days and to put a note on the account but not change the status of the account. I said that this was not info offered by anyone at the store to which she had no answer. She kept referring to the contract I signed and that it mentioned 30days notice, and I just kept saying that I still wanted my number and that I was following what sales people were telling me.

So yeah, she wanted to hold me to the contract while there was no mention of this loophole mentioned.

She did ask if I knew about the 30day cancellation notice in the contract, I think that if I'd said yes then she might have given me a 50% instead of 100% refund, so I said I'd heard about it but that if was not-applicable due to the port. Which was true.

The process if you haven't ported out yet is put a note on the account but not change the status of the account.
If you've already ported, file with CCTS.

[boblepp]

Just to add some details to this thread.

I ended up porting out from Rogers, no notice given, and I was well beyond my contract end date. They of course charged me an extra month and I immediately filed a CCTS report. I did get a call back from a rogers person about the CCTS report as they were trying to come to a solution (so the rep that calls is from the carrier and NOT CCTS). I got the month credit and then started a discussion with her about how to avoid this in the future.

I explained to her how it was impossible to port if I gave the cancellation notice and all that. She said that there was a way, by calling in and telling them that I would be porting in 30days and to put a note on the account but not change the status of the account. I said that this was not info offered by anyone at the store to which she had no answer. She kept referring to the contract I signed and that it mentioned 30days notice, and I just kept saying that I still wanted my number and that I was following what sales people were telling me.

So yeah, she wanted to hold me to the contract while there was no mention of this loophole mentioned.

She did ask if I knew about the 30day cancellation notice in the contract, I think that if I'd said yes then she might have given me a 50% instead of 100% refund, so I said I'd heard about it but that if was not-applicable due to the port. Which was true.

The process if you haven't ported out yet is put a note on the account but not change the status of the account.
If you've already ported, file with CCTS.

Rogers and Bell both train reps both ways so they have 'plausible deniability' when challenged.

See my Youtube postings of Bell: http://youtu.be/Ty3w090K16I and 4 others.....

[ceredon]

Just to add some details to this thread.

I ended up porting out from Rogers, no notice given, and I was well beyond my contract end date. They of course charged me an extra month and I immediately filed a CCTS report. I did get a call back from a rogers person about the CCTS report as they were trying to come to a solution (so the rep that calls is from the carrier and NOT CCTS). I got the month credit and then started a discussion with her about how to avoid this in the future.

I explained to her how it was impossible to port if I gave the cancellation notice and all that. She said that there was a way, by calling in and telling them that I would be porting in 30days and to put a note on the account but not change the status of the account. I said that this was not info offered by anyone at the store to which she had no answer. She kept referring to the contract I signed and that it mentioned 30days notice, and I just kept saying that I still wanted my number and that I was following what sales people were telling me.

So yeah, she wanted to hold me to the contract while there was no mention of this loophole mentioned.

She did ask if I knew about the 30day cancellation notice in the contract, I think that if I'd said yes then she might have given me a 50% instead of 100% refund, so I said I'd heard about it but that if was not-applicable due to the port. Which was true.

The process if you haven't ported out yet is put a note on the account but not change the status of the account.
If you've already ported, file with CCTS.

I actually suggested exactly this to a retentions rep a couple weeks ago. He insisted that it would make to difference and I explained that once it goes to the CCTS complaint I would be filing that it would only help my case. In the end it ended up helping to convince them I was serious about leaving and so secured some additional concessions from them for a HUP, so it worked out for me.

[rei]

Yeah, my monthly bill was $84 and when I left Fido they billed me ANOTHER "pro-rated" $66ish (on top of the $200 contract break I agreed to) they claim was because I did not notify them. This is, despite my efforts to settle my account with FOUR different CSRs including Accounts Payable who told me my balance was zero. Naturally, the bill comes today with the $200+66ish and the Fido CSR would not waive the 66ish for me.

I submitted my complaint just now and hope it can be resolved.

[xeoreg]

Hi guys, I need some help.

Earlier last month I switched from Rogers Prepaid to a Fido $40 All in one plan, signing a 2 year contract without a phone. I realized later that night I could get a Galaxy Nexus for free as well as $50 prepaid mastercard from signing up for the same exact Fido plan at a WirelessWave. The next day after I signed my Fido contract, I ported out to Bell. I ported back in to Fido for a new line in order to take advantage of the free Galaxy Nexus as well as the $50 gift card.

Now, Fido has recently given me a bill of $14.13 for early cancellation fees. My usage is definitely under the 30 minutes airtime usage, and I ported out the very next day of signing the contract. I was using my own phone so I had no hardware to return. Fido is telling me that because I didn't call them to cancel, I am being charged for the fee. I wanted to keep my number and that was the reason why I ported out in the first place. I am not being charged 30 days of usage, just the early cancellation fees. I know it is not much but I want to know if I am right and if I can fight this off.

[Rhodan]

My success story..

Ported from Fido to Telus on Sept 24 after unsuccessful negotiations with Fido, having been with then since almost day one I was very disappointed.

Got my final invoice on Oct 29 and filed a complaint with CCTS that same day for the 30 days at $135 plus taxes they charged for my 2 lines. Got confirmation my complaint was valid on Oct 30 and shortly after an email from Fido offering to settle for half. I refused and told them I would accept nothing but the total they had over billed me. They came back shortly after and agreed to the full amount and also sent an email to CCTS informing them of the resolution. My account was credited immediately and I paid the outstanding balance over the phone later the same day.

It took less than 24 hours to resolve the issue with CCTS, this is outstanding! Of course Fido was very careful in not admitting any fault in all this so to not expose themselves to a massive lawsuit.

[ceredon]

My success story..

Ported from Fido to Telus on Sept 24 after unsuccessful negotiations with Fido, having been with then since almost day one I was very disappointed.

Got my final invoice on Oct 29 and filed a complaint with CCTS that same day for the 30 days at $135 plus taxes they charged for my 2 lines. Got confirmation my complaint was valid on Oct 30 and shortly after an email from Fido offering to settle for half. I refused and told them I would accept nothing but the total they had over billed me. They came back shortly after and agreed to the full amount and also sent an email to CCTS informing them of the resolution. My account was credited immediately and I paid the outstanding balance over the phone later the same day.

It took less than 24 hours to resolve the issue with CCTS, this is outstanding! Of course Fido was very careful in not admitting any fault in all this so to not expose themselves to a massive lawsuit.

Nice one.

Keep the complaints coming. Even if they don't acknowledge fault, CCTS compiles complaints and releases numbers every year. Public shaming is what works with this guys. Saw a TV reports the other day and the talking heads from the carriers and CWTA (the carrier PR org) kept repeating how complaints are actually very low, something like 1 in 10,000 customers. What they failed to mention was that these were numbers of CCTS complaints and not to the carriers themselves. The vast majority of people have no idea they can complain to a body outside of the carriers. So educating everyone you know to use the CCTS might help the numbers show reality.

[simbella]

My success story..

Ported from Fido to Telus on Sept 24 after unsuccessful negotiations with Fido, having been with then since almost day one I was very disappointed.

Got my final invoice on Oct 29 and filed a complaint with CCTS that same day for the 30 days at $135 plus taxes they charged for my 2 lines. Got confirmation my complaint was valid on Oct 30 and shortly after an email from Fido offering to settle for half. I refused and told them I would accept nothing but the total they had over billed me. They came back shortly after and agreed to the full amount and also sent an email to CCTS informing them of the resolution. My account was credited immediately and I paid the outstanding balance over the phone later the same day.

It took less than 24 hours to resolve the issue with CCTS, this is outstanding! Of course Fido was very careful in not admitting any fault in all this so to not expose themselves to a massive lawsuit.

This is very encouraging! I hope I get the same success story as you do. I am also a long-time customer but am getting really fed up with all the dropped calls, dropped data speed, and Fido basically changing their tune every couple of years. They're just not what they used to be. I am hoping they won't give me a hard time.

[simbella]

Just to add some details to this thread.

I ended up porting out from Rogers, no notice given, and I was well beyond my contract end date. They of course charged me an extra month and I immediately filed a CCTS report. I did get a call back from a rogers person about the CCTS report as they were trying to come to a solution (so the rep that calls is from the carrier and NOT CCTS). I got the month credit and then started a discussion with her about how to avoid this in the future.

I explained to her how it was impossible to port if I gave the cancellation notice and all that. She said that there was a way, by calling in and telling them that I would be porting in 30days and to put a note on the account but not change the status of the account. I said that this was not info offered by anyone at the store to which she had no answer. She kept referring to the contract I signed and that it mentioned 30days notice, and I just kept saying that I still wanted my number and that I was following what sales people were telling me.

So yeah, she wanted to hold me to the contract while there was no mention of this loophole mentioned.

She did ask if I knew about the 30day cancellation notice in the contract, I think that if I'd said yes then she might have given me a 50% instead of 100% refund, so I said I'd heard about it but that if was not-applicable due to the port. Which was true.

The process if you haven't ported out yet is put a note on the account but not change the status of the account.
If you've already ported, file with CCTS.

Thanks for the info. Just a couple of quick questions to clarify: I just switched over to Telus last Friday from Fido but I haven't activated yet - so at this point, my number is not ported yet. Is this correct? So, does this mean I can call Fido to give them my 30-day notice that I will be porting out my number and to put a note on the account but not change the status of the account?

I really want to keep my number and if I do this, I'm afraid they're going to cancel before Telus can port it out. Thanks in advance for your answers.

[sloo24]

Thanks for the info. Just a couple of quick questions to clarify: I just switched over to Telus last Friday from Fido but I haven't activated yet - so at this point, my number is not ported yet. Is this correct? So, does this mean I can call Fido to give them my 30-day notice that I will be porting out my number and to put a note on the account but not change the status of the account?

I really want to keep my number and if I do this, I'm afraid they're going to cancel before Telus can port it out. Thanks in advance for your answers.

Theoretically this should work, given that you want to complete your port 30 days from when you call them. If you've already switched to Telus, I'm not sure that you have 30 days, or want to wait 30 days...

As mentioned by another poster though, when he called the reps, they had no idea what he was talking about. So if you are wanting to port in 30-days, call and try to get that done, ensure it's just a note on the account and it's not set to cancelled status.
Also, if it's set to cancelled status, you can always call and get that taken out.

It looks to be a hassle either way.

[Nigel]

I called three different times talked to three different reps and was told the same thing every time. A note on the account will not change anything for your 30 day notice therefore we will not add it. I mentioned that to the office of the president of Rogers when they phoned me before I got my full credit.

[simbella]

Theoretically this should work, given that you want to complete your port 30 days from when you call them. If you've already switched to Telus, I'm not sure that you have 30 days, or want to wait 30 days...

As mentioned by another poster though, when he called the reps, they had no idea what he was talking about. So if you are wanting to port in 30-days, call and try to get that done, ensure it's just a note on the account and it's not set to cancelled status.
Also, if it's set to cancelled status, you can always call and get that taken out.

It looks to be a hassle either way.

Yeah this is the confusing part for us customers. It's not very clear what our options are. You're right; I don't have 30 days. But at least I gave them notice. Maybe I'll have a stronger case with CCTS, idk. This is really confusing.

Another thing is that I have $100 Fidodollars in my account, and 2 years ago Fido said it can't be used toward the purchase of phones, just accessories. Now I want to purchase accessories, they say I can't use them for that, only for phones and add-ons. These Fidodollars are useless.

[ceredon]

I called three different times talked to three different reps and was told the same thing every time. A note on the account will not change anything for your 30 day notice therefore we will not add it. I mentioned that to the office of the president of Rogers when they phoned me before I got my full credit.

Explain to them that if they are require 30 days, then you are giving the 30 days notice. Explain that it their choice whether to place the note on the account or not, but the fact that the call is recorded will be all the proof that CCTS needs to force them to refund the money.

[gr8dlr]

Wondering if anyone could/would comment on this.

https://your.rogers.com/about/Billterms.pdf

"You agree to give us 30 days written notice to cancel and/or disconnect
any services or equipment. Unless otherwise stated in these terms and
conditions, Rogers may terminate your services upon 30 days written
notice to you. Applicable charges continue until the 30 days have elapsed,
or until the services and equipment have been cancelled"

The terms of service say that you must give written notice:

Has anyone sent them a registered letter saying that this letter is written notice to cancel on ______ date (30 days from date of letter). State in the letter that you intend to port your phone number to another provider and that there should be no interruption of service until the earlier of the port out or date of cancellation.

Wouldn't that protect you and your phone number and also give you complete unequivocal proof that they can't bill you for 30 more days after port?

[sloo24]

Wondering if anyone could/would comment on this.

https://your.rogers.com/about/Billterms.pdf

"You agree to give us 30 days written notice to cancel and/or disconnect
any services or equipment. Unless otherwise stated in these terms and
conditions, Rogers may terminate your services upon 30 days written
notice to you. Applicable charges continue until the 30 days have elapsed,
or until the services and equipment have been cancelled"

The terms of service say that you must give written notice:

Has anyone sent them a registered letter saying that this letter is written notice to cancel on ______ date (30 days from date of letter). State in the letter that you intend to port your phone number to another provider and that there should be no interruption of service until the earlier of the port out or date of cancellation.

Wouldn't that protect you and your phone number and also give you complete unequivocal proof that they can't bill you for 30 more days after port?

I would never do this as the person who receives/processes it at the provider could just set your account to cancelled status, which makes it impossible for another carrier to port the number.
Really the person who tried calling them 3 times went above and beyond, I figure call once, then file a CCTS claim after the port. If the reps don't know the procedure, at least CCTS is registering enough complaints that maybe this will eventually be fixed.

I told CCTS that I had NOT called Rogers to give them notice, and this was based on what the Rep from Rogers told me when I initially ported my number in at the start of my previous contract. Also based on my conversation with the new carrier's salesperson. I told them to train their reps or expect confusion.

Also, I don't understand what these csrs are thinking, they can just add a text note that you called, and are giving your notice. That's all it is, a note on the account so that later you can point to it and they can reverse the charge.

[boblepp]

I would never do this as the person who receives/processes it at the provider could just set your account to cancelled status, which makes it impossible for another carrier to port the number.
Really the person who tried calling them 3 times went above and beyond, I figure call once, then file a CCTS claim after the port. If the reps don't know the procedure, at least CCTS is registering enough complaints that maybe this will eventually be fixed.

I told CCTS that I had NOT called Rogers to give them notice, and this was based on what the Rep from Rogers told me when I initially ported my number in at the start of my previous contract. Also based on my conversation with the new carrier's salesperson. I told them to train their reps or expect confusion.

Also, I don't understand what these csrs are thinking, they can just add a text note that you called, and are giving your notice. That's all it is, a note on the account so that later you can point to it and they can reverse the charge.

They train their reps to screw you. They give you bad suggestions hoping you will not ask for a note placed on your file. They all know teh game, the CCTS spent PAGES in their annual reports chastising them, but they are ignored. YOU own your phone number, not Rogers. Be tough!

[HammerTime]

If you think the charge for the extra 30 days is unfair when porting let the CRTC know. They plan to create a wireless code of conduct and are asking the public for comments.

http://www.piac.ca/telecom/crtc_wireless_code_hearing_good_news_for_consumers/

https://services.crtc.gc.ca/pub/Intervention/Submission-Soumission.aspx?lang=e&EN=2012-557&ET=N#SE0

[gr8dlr]

I don`t think that it`s unfair to expect 30 days notice as that`s what is in the terms of service and I accepted that when I took the agreement. The problem lies in their documenting that you`ve given notice and not to bill you past your 30 day notice period - which is why I thought sending written notice (as per their Terms of Service) seems the most appropriate. Having said that there is a risk of them cancelling immediately which I don`t think is any different than if I called them.

[boblepp]

I don`t think that it`s unfair to expect 30 days notice as that`s what is in the terms of service and I accepted that when I took the agreement. The problem lies in their documenting that you`ve given notice and not to bill you past your 30 day notice period - which is why I thought sending written notice (as per their Terms of Service) seems the most appropriate. Having said that there is a risk of them cancelling immediately which I don`t think is any different than if I called them.
What you are forgetting is... This is a game for them, write in and you have no idea what status they change you to... Phone in and at least you hear them tell you what they will do to your account. If they lock the number then you lose. It is no accident that they keep you wondering if your number will get locked. They got together with Bell and agreed on this bizarre game designed to make them a 30 day bonus when you switch. What are the odds that BOTH companies implemented the same plans without collusion?

[noob666]

the problem here is not like any of us dont want to give the big 3 a 30 days notice

it's the big 3 wanted to lock your number and screw you over and not letting you port your number freely.

i am glad we have CCTS, at least we have a way to fight back with the big 3

[ceredon]

I don`t think that it`s unfair to expect 30 days notice as that`s what is in the terms of service and I accepted that when I took the agreement. The problem lies in their documenting that you`ve given notice and not to bill you past your 30 day notice period - which is why I thought sending written notice (as per their Terms of Service) seems the most appropriate. Having said that there is a risk of them cancelling immediately which I don`t think is any different than if I called them.

The registered letter is over kill. All you are legally obligated to do is give notice. Doing that over the phone is fine. They don't want to take your notice, which is there prerogative. But whether you send a letter or call or do nothing, they will charge you the 30 days of dead air. As long as you have given any notice at all, the CCTS will obligate them to refund it to you. Even if you have not given notice they will usually force them to refund it, but not always.

[rei]

Yeah, my monthly bill was $84 and when I left Fido they billed me ANOTHER "pro-rated" $66ish (on top of the $200 contract break I agreed to) they claim was because I did not notify them. This is, despite my efforts to settle my account with FOUR different CSRs including Accounts Payable who told me my balance was zero. Naturally, the bill comes today with the $200+66ish and the Fido CSR would not waive the 66ish for me.

I submitted my complaint just now and hope it can be resolved.

to follow-up, Fido office of President called me within 24 hours and after a week of phone tag with Quebec time, I got the $67 waived as a 1-time goodwill so I paid the originally-agreed-upon $200 break-contract fee.

[simbella]

I just had my number ported over from Fido to Telus. It took less than 3 hours (just over 1 hour actually), even though they tell you it will take up to 24-48 hours. SO, the 30-day notice is still way too much. I still had around $100 Fidodollars left in my account. I'm hoping I can get them to apply that to my last bill. If not, do I just pay it and then file with CCTS? Or negotiate with them?

[ceredon]

I just had my number ported over from Fido to Telus. It took less than 3 hours (just over 1 hour actually), even though they tell you it will take up to 24-48 hours. SO, the 30-day notice is still way too much. I still had around $100 Fidodollars left in my account. I'm hoping I can get them to apply that to my last bill. If not, do I just pay it and then file with CCTS? Or negotiate with them?
They will not apply your fido dollars to your invoice.

If they have confirmed with you that you will be billed for 30 days of dead air, no harm in filing a complaint with CCTS now.

[wszeto28]

Hey guys,

I made a thread about porting out a number not knowing that this one existed. The thread is here (http://forums.redflagdeals.com/rogers-mobilicity-question-1254407/) and nobody has responded so I'm hoping I can get some responses in this thread.

Basically, I have 3 months left in my voice only contract (no data) with Rogers. I called them to ask how much my cancellation fee would be if I cancelled today. They advised $100. I only pay $17/month for my plan so it's cheaper to just let the plan ride out.

I'm looking to switch to Mobilicity and I'm wondering what I should do to ensure I get the same number and to pay the least amount possible. Should I call Mobi and just ask them to port. If I do that, what will I be charged by Rogers? I want to avoid the $100 fee if possible and just pay what's owing on my account. I also want to avoid paying an additional 30 days of services. Help!!

[WorldIRC]

Just a reminder everyone. Fido and Rogers require 30 days notice for any cancellation. This is enforceable.

If you do not want to pay the 30 day dead air charge you must try your best to have your port out notice of 30 days documented on your account. You must then wait 30 days before porting to hold up your end of the deal. Once you're charged for the dead air due to system limitation then you can reach out to CCTS for a credit request.

Not adhering to the aforementioned may not entitle you to any credit. You must try your best to have the account documented with notice and then wait the full period if you want guaranteed success. If no one is willing to document the account get a confirmation number and rep name and ID stating just that. You will still have to wait 30 days even if your notice is not documented as you must hold up your end of the deal.

[ayaz]

My contract ends nov. 30. I have called 4 different times to inform them of my intention to port over to fido on dec 1. Each and every single time i have been repeatedly told that i do not need to give notice, and i will not be charged. I have a bad feeling this isnt going to end well for me.... I can almost feel the extra charge coming already lol

What should i do?

[gr8dlr]

Just a reminder everyone. Fido and Rogers require 30 days notice for any cancellation. This is enforceable.

If you do not want to pay the 30 day dead air charge you must try your best to have your port out notice of 30 days documented on your account. You must then wait 30 days before porting to hold up your end of the deal. Once you're charged for the dead air due to system limitation then you can reach out to CCTS for a credit request.

Not adhering to the aforementioned may not entitle you to any credit. You must try your best to have the account documented with notice and then wait the full period if you want guaranteed success. If no one is willing to document the account get a confirmation number and rep name and ID stating just that. You will still have to wait 30 days even if your notice is not documented as you must hold up your end of the deal.

I would think I can port before the thirty days is up as long I know I'm going to pay to end of the 30 day notice right?

Eg. Today is Nov 8th. I call and give notice to Dec 22. If I port on Dec 20, that's fine and I know that I'm paying to Dec 22nd.

[ayaz]

I would think I can port before the thirty days is up as long I know I'm going to pay to end of the 30 day notice right?

Eg. Today is Nov 8th. I call and give notice to Dec 22. If I port on Dec 20, that's fine and I know that I'm paying to Dec 22nd.

This is what they told me today: When i give my 30 day notice, my number is frozen or locked and cannot be ported to any other carrier. If i want to keep my number, i have to port without notice and then pay for the 30 days of dead air. So its either pay 30 days, or lose your number. ***I do not know if this is accurate, as every time i ask them its a different story, but this is what rogers told me today when i called to ask about porting to fido.

[JAC]

This is what they told me today: When i give my 30 day notice, my number is frozen or locked and cannot be ported to any other carrier. If i want to keep my number, i have to port without notice and then pay for the 30 days of dead air. So its either pay 30 days, or lose your number. ***I do not know if this is accurate, as every time i ask them its a different story, but this is what rogers told me today when i called to ask about porting to fido.

This is correct. You must port, and that will serve as your 30-day notification.

[WorldIRC]

I would think I can port before the thirty days is up as long I know I'm going to pay to end of the 30 day notice right?

Eg. Today is Nov 8th. I call and give notice to Dec 22. If I port on Dec 20, that's fine and I know that I'm paying to Dec 22nd.

Yes this is fair. You shouldn't have to restart your 30 days...simply pay the remainder of it

[WorldIRC]

This seems crazy to me. why can't i give notice now, and port in 30 days??

Have you not read the thread. It really is explained in great deal.

[noob666]

So how can you give them 30 days without telling Rogers you are going to cancel ?

How can you make sure they are not going to put a hold on your number ?

I ported my number without notice, gave them an early termination fee. File CCTS and done. The president office called me and just gave me money back without asking any question.

[WorldIRC]

So how can you give them 30 days without telling Rogers you are going to cancel ?

How can you make sure they are not going to put a hold on your number ?

I ported my number without notice, gave them an early termination fee. File CCTS and done. The president office called me and just gave me money back without asking any question.

Just have the rep put a note on your account with words. It's a pretty simple concept that has been explained already.

[simbella]

This is correct. You must port, and that will serve as your 30-day notification.

That makes more sense than calling them to give notice before you port out. You run the risk of them freezing your number so you can't port it out.

[ceredon]

That makes more sense than calling them to give notice before you port out. You run the risk of them freezing your number so you can't port it out.

You then also run the risk of CCTS explaining that you are obligated to pay the 30 days. Sometimes they will and sometimes they won't. But the fact is that is you didn't give 30 days notice before the port, the contract allows them to charge it, as crappy as that may be.

[simbella]

You then also run the risk of CCTS explaining that you are obligated to pay the 30 days. Sometimes they will and sometimes they won't. But the fact is that is you didn't give 30 days notice before the port, the contract allows them to charge it, as crappy as that may be.


This is what they told me today: When i give my 30 day notice, my number is frozen or locked and cannot be ported to any other carrier. If i want to keep my number, i have to port without notice and then pay for the 30 days of dead air. So its either pay 30 days, or lose your number. ***I do not know if this is accurate, as every time i ask them its a different story, but this is what rogers told me today when i called to ask about porting to fido.

So which one are we to believe? If Rogers themselves are saying that when you give your 30-day notice, your number is frozen or locked, and you should port without notice to keep your number, then how can they also make the 30-day notice of cancellation enforceable? They seem to be mutually exclusive.

[ceredon]

So which one are we to believe? If Rogers themselves are saying that when you give your 30-day notice, your number is frozen or locked, and you should port without notice to keep your number, then how can they also make the 30-day notice of cancellation enforceable? They seem to be mutually exclusive.

You explicitly tell them not to lock your account. Their system allows only advance notification of termination not of porting. Explain that you only want them to make a note on your account that you called and the reason. Tell them you are not canceling nor giving notice of canceling. You want them only to make a note that you intend to port in 30 days or more. Legally, that covers you. They could still screw it up and put your line down as pending cancelation, but that is the risk. The risk of not calling is that CCTS won't back you up.

Essentially you are explaining to them that you understand you are going to be charged the 30 day dead air. The call you are making is to ensure there is a note that you attempted to give 30 days notice of porting so you are covered when you complain to CCTS to have the charges reversed. They are going to charge you anyway, you might as well make sure you are going to get your refund.

[Nigel]

^ The whole point though is they don't care if there's a note on the account. All it does is support helping you avoid paying their dead air fee so why would they put it there.

[ceredon]

^ The whole point though is they don't care if there's a note on the account. All it does is support helping you avoid paying their dead air fee so why would they put it there.

They may not put it there. They may. You've done all you are legally obligated to do. The calls are recorded. If Rogers denies a note but you can provide a date of your call, then CCTS can get the recordings. Even if that wasn't the case they would have to explain the record of you call with a complete lack of detail and notes.

Calling in doesn't obligate them to do anything. It is only intended to ensure the CCTS has no reason to rule against you. If you don't, then there is a chance they decide you didn't meet your contractual obligations, even if they publicly acknowledge those obligations are BS. Some people has had only a portion of their dead air fees refunded because of this. I'm sure others have received nothing. CCTS tends to side with the consumer but why give them a reason not to?

[Justification]

Wondering if anyone could/would comment on this.

https://your.rogers.com/about/Billterms.pdf

"You agree to give us 30 days written notice to cancel and/or disconnect
any services or equipment. Unless otherwise stated in these terms and
conditions, Rogers may terminate your services upon 30 days written
notice to you. Applicable charges continue until the 30 days have elapsed,
or until the services and equipment have been cancelled"


Their own terms seem to suggest that we shouldn't be charged the 30 days upon porting...

[ceredon]

Their own terms seem to suggest that we shouldn't be charged the 30 days upon porting...

Except that for porting, they consider the port request itself to be your 30 days notice. Their system has to input for the CSR to enter "porting notice given". They get the port request from the other carrier, port your number and that is when they say your 30 days starts.

[Justification]

Except that for porting, they consider the port request itself to be your 30 days notice. Their system has to input for the CSR to enter "porting notice given". They get the port request from the other carrier, port your number and that is when they say your 30 days starts.
Yes, but they say that charges continue for 30 days or until services are cancelled. Clearly my service is cancelled if I have ported.

[ceredon]

Yes, but they say that charges continue for 30 days or until services are cancelled. Clearly my service is cancelled if I have ported.

_or_

They will go with the one they like.

So, it is two options, 30 days after notification or when services are cancelled. If you want to cancel, you can call and put in a 30 day cancelation request. They will actually accept this. It will prevent you from porting your number. Your 30 days starts then and in 30 days your service is cancelled. That meets both of their options. But if you are porting, then they apply option 1, which is the 30 days from notification (which is the port request itself).

[boblepp]

The facts point to a conspiracy by Rogers and Bell to act in the identical fashion so that they can say "wel, the other guy does it too."
Here are the two major ISP's in Canada and they BOTH claim they cannot email back ANYTHING related to your contact with them.
They then claim that if you have an email address, you MUST accept soft copy invoicing or pay $3/month.
Then, Rogers at least, and perhaps Bell does the same (I only researched the contents of Rogers HTML emails), has the ability and money to do email campaigns to customers, and each email is full of special tracking data which tell them everything you do with that promotional email, which links you click on, who you forward it to, everything.... they track everything you click on in their promo emails. SO, they send an email to Joe Smith, and their database will fill up with the date, time and IP address that Joe opens the email, if he clicks in a link within, or if he forwards it to his friend Mike,... they know the date/time/IP address of anything done with that email. And yet the same people say their systems cannot support sending you an offer in soft copy, or confirming back that you gave 30 days notice.

Folks, they stack the deck against us. We are wimps and we put up with it because we are Canadians, and Canadians are wimpy by reputation. They buy off our politicians and they ignore the CRTC and the CCTS. They have so MUCH of our money for lawyers they can do anything they want. They can wiretap anyone, and politicians are afraid of that so they do not speak out on our behalf.

There is no other industry in Canada which treats us so poorly, or charges us so much for so little. We are the laughingstock of the world when it comes to the money we pay for slow Internet and low caps.

Until someone finds a way to bring together a volume of people like those here who understand how Rogers and Bell screw us, they will keep doing it.

Or, we need a non-profit organization to bring Internet access to homes. That would require huge startup money, and we are so cheap that we would not fund that. But imagine if it were possible, imagine if there was a real alternative to Bell and Rogers where we could get 10MBPS affordably everywhere without a contract and usurious cancellation charges, and faster if you have the money.

Internet access is as much of a 'necessity' as telephone was decades ago.

I can now do without a phone, but I cannot do without the internet. I need it to work. I need it to bank. I need it to shop. And I am held for ransom every month.

[boblepp]

Except that for porting, they consider the port request itself to be your 30 days notice. Their system has to input for the CSR to enter "porting notice given". They get the port request from the other carrier, port your number and that is when they say your 30 days starts.

You have drunk their Koolaid on this one. They DO have the ability to flag the account as '30 says notice given'. They CAN do it. But, they first lie to you to get you to trigger the "charge". They lie, plain and simple. They lie. They train their reps to lie. They KNOW that 99% of people will believe that lie.
They get 30 day notices from customers all the time for all kinds of reasons. But, since they had to fund the cost of the 'porting center' when we won the right to move our phone number, their solution was to get US to pay for the Porting Center through phoney 30 day charges.

Please understand, the CCTS KNOWS it is a cheat, and they documented the cheat in their annual reports and they chastised Robellus in the CCTS Annual reports.... the only problem is that that the CRTC and our politicians are incapable of regulating them anymore. They do what they want because they know we have no money for lawyers. The CCTS is paid for by Robellus, it is not a government or regulatory body. They run it at 'arms length' with their money. Then, they do not even read the CCTS annual reports.


See, to make it work, they have to have plausible deniability. They MUST be able to say "It's a training issue, we need more training." I documented that fact for Bell in a series of Youtube calls. Bell trains 4 out of 5 reps the wrong way, and 1 out of 5 are trained correctly. Then, if the government intervenes, they have a plausible excuse.... poor training. So the government falls for that, Bell promises to do more training (they do not) and life rolls on. Meantime, 80 % of us got bad advice and got charged 30 days. Then the CCTS gets maybe 1% as complaints, Bell quickly pays back, and they keep 99% of the bogus charges. It si just a numbers game, a lottery where the house is stacked in their favor.

Your MP and MPP are your only hope for change.

Remember, Bell administers the "Do Not Call Registry" using our tax dollars for our Federal Government. Bell was the FIRST company to be fined for violating it. That is their Corporate morality showing. They have none.

[ceredon]

You have drunk their Koolaid on this one. They DO have the ability to flag the account as '30 says notice given'. They CAN do it. But, they first lie to you to get you to trigger the "charge". They lie, plain and simple. They lie. They train their reps to lie. They KNOW that 99% of people will believe that lie.
They get 30 day notices from customers all the time for all kinds of reasons. But, since they had to fund the cost of the 'porting center' when we won the right to move our phone number, their solution was to get US to pay for teh Porting Center through phoney 30 day charges.

Please understand, the CCTS KNOWS it is a cheat, and they documented the cheat in their annual reports and they chastised Robellus in the CCTS Annual reports.... the only problem is that that the CRTC and our politicians are incapable of regulating them anymore. They do what they want because they know we have no money for lawyers. The CCTS is paid for by Robellus, it is not a government or regulatory body. They run it at 'arms length' with their money. Then, they do not even read the CCTS annual reports.


See, to make it work, they have to have plausible deniability. They MUST be able to say "It's a training issue, we need more training." I documented that fact for Bell in a series of Youtube calls. Bell trains 4 out of 5 reps the wrong way, and 1 out of 5 are trained correctly. Then, if the government intervenes, they have a plausible excuse.... poor training. So the government falls for that, Bell promise to do more training (they do not) and life rolls on. Meantime, 80 % of us got bad advice and got charged 30 days. Then the CCTS gets maybe 1% as complaints, Bell quickly pays back, and they keep 99% of the bogus charges. It si just a numbers game, a lottery where the house is stacked in their favor.

Your MP and MPP are your only hope for change.

Remember, Bell administers the "Do Not Call Registry" using our tax dollars for our Federal Government. Bell was the FIRST company to be fined for violating it. That is their Corporate morality showing. They have none.

We'll have to disagree on the small point of whether their systems have an input for this. Myself, I think the intentionally omitted a field in their system to enter a 30 porting notice. They certainly have the ability to add it, but I think they don't want their reps to start using it, accidently or otherwise, so they had their developers leave it out on purpose. Nothing to do with koolaid. In fact I think it is dirtier that they left it out on purpose than that they have it and train their reps not to use it.

[boblepp]

We'll have to disagree on the small point of whether their systems have an input for this. Myself, I think the intentionally omitted a field in their system to enter a 30 porting notice. They certainly have the ability to add it, but I think they don't want their reps to start using it, accidently or otherwise, so they had their developers leave it out on purpose. Nothing to do with koolaid. In fact I think it is dirtier that they left it out on purpose than that they have it and train their reps not to use it.


Bell has it for sure. I have that on tape. But that may have been a lie as well.

As to Rogers..... sure, anything goes with these guys. My latest Rogers bill could not be explained by the CSR, nor by the manager. Cancelling Digital VIP made the bill go UP instead of DOWN and neither person could explain why. The guy finally gave in, said he would reverse the high charges and, unasked, give me 20% off for 12 months, no contract. Will I get it? Dunno until the bills come ach month. I asked for an email confirmation, he declined. Did I believe him? NO, I disputed the charge to VISA, and 4-6 weeks from now VISA will tell me the truth. Then I put a 'stop payment' on Rogers at VISA, so instead of a an automatic payment each month they can send me the paper bill, and if I can read it I will pay it. VISA has at last one person on its staff who deals only with VISA, and while I waited, that person told my CSR at Visa that indeed I had just called Rogers to complain. I guess they got so many disputes they set up a specific person who ideals only with Rogers disputes and can access Rogers account notes database.

Lesson: Dispute the bill FIRST with VISA, make Rogers explain to VISA. Be sure you use the phrase "They billed me for services not rendered' with VISA, they have to tick off a reason code and that one covers a lot of ground.

Rogers' systems are so broken, and then abused by these third party home workers that any change you ask for is likely to get messed up. As a programmer I know that even without a specific tick box for 'gave 30 days notice' they have unlimited note capability with every note date and time stamped. No, they lie to us that they cannot record 30 days notice. People cancel every minute of every day. They DO have a way to record it, but they try the lie to us first, just to make more money. Example, asking to cancel Digital VIP triggers a "Technician On Site" charge of $49.99, then they amnually started offsetting that. Imagine, a system that assumes EVERY change requires a technician to go to the home. Both people said that happens on every such channel package change. Remember when they used to send out a guy to change teh filters on your cable? Well, their software billing systems ASSUME that still happens in a digital world. Absurd. THEN, the bill gleefully announces "You Saved $49.99 this month" because the manual offset they use is coded as a 'Savings credit'..... Absurd again. They make billions and do not improve their billing systems. My "My Rogers' account DUPLICATES invoices in teh pull down choice box when yo inquire on a specific invoice'.... I reported the bug, and their reply was that it was too costly to repair. They knew the bug existed, they just would not pay to fix it. SO, those same types of errors are made when they count your usage and charge you 'over cap' each month. Bugs? too costly to fix, bill the customer anyway.

They have no morals.... in many aspects of the customer experience.

[ceredon]

Bell has it for sure. I have that on tape. But that may have been a lie as well.

As to Rogers..... sure, anything goes with these guys. My latest Rogers bill could not be explained by the CSR, nor by the manager. Cancelling Digital VIP made the bill go UP instead of DOWN and neither person could explain why. The guy finally gave in, said he would reverse the high charges and, unasked, give me 20% off for 12 months, no contract. Will I get it? Dunno until the bills come ach month. I asked for an email confirmation, he declined. Did I believe him? NO, I disputed the charge to VISA, and 4-6 weeks from now VISA will tell me the truth. Then I put a 'stop payment' on Rogers at VISA, so instead of a an automatic payment each month they can send me the paper bill, and if I can read it I will pay it. VISA has at last one person on its staff who deals only with VISA, and while I waited, that person told my CSR at Visa that indeed I had just called Rogers to complain. I guess they got so many disputes they set up a specific person who ideals only with Rogers disputes and can access Rogers account notes database.

Lesson: Dispute the bill FIRST with VISA, make Rogers explain to VISA. Be sure you use the phrase "They billed me for services not rendered' with VISA, they have to tick off a reason code and that one covers a lot of ground.

Rogers' systems are so broken, and then abused by these third party home workers that any change you ask for is likely to get messed up. As a programmer I know that even without a specific tick box for 'gave 30 days notice' they have unlimited note capability with every note date and time stamped. No, they lie to us that they cannot record 30 days notice. People cancel every minute of every day. They DO have a way to record it, but they try the lie to us first, just to make more money. Example, asking to cancel Digital VIP triggers a "Technician On Site" charge of $49.99, then they amnually started offsetting that. Imagine, a system that assumes EVERY change requires a technician to go to the home. Both people said that happens on every such channel package change. Remember when they used to send out a guy to change teh filters on your cable? Well, their software billing systems ASSUME that still happens in a digital world. Absurd. THEN, the bill gleefully announces "You Saved $49.99 this month" because the manual offset they use is coded as a 'Savings credit'..... Absurd again. They make billions and do not improve their billing systems. My "My Rogers' account DUPLICATES invoices in teh pull down choice box when yo inquire on a specific invoice'.... I reported the bug, and their reply was that it was too costly to repair. They knew the bug existed, they just would not pay to fix it. SO, those same types of errors are made when they count your usage and charge you 'over cap' each month. Bugs? too costly to fix, bill the customer anyway.

They have no morals.... in may aspects of the customer experience.

Yes, I have heard Bells does have it in their system.

[vermit25]

Calling in doesn't obligate them to do anything. It is only intended to ensure the CCTS has no reason to rule against you. If you don't, then there is a chance they decide you didn't meet your contractual obligations, even if they publicly acknowledge those obligations are BS. Some people has had only a portion of their dead air fees refunded because of this. I'm sure others have received nothing. CCTS tends to side with the consumer but why give them a reason not to?

Im not sure I quite understand. So if I call in and give 30 days notice of porting. Doesnt that mean I will be using that service for those 30 days? so how could I claim with CCTS for a refund?

[jmatheson64]

I was successful filing a CCTS complaint. Bell sent me a cheque for the last month of payment plus the penalty I received for not paying initially.

When filing the CCTS complaint be sure to reference their annual reports page 29-31 so everyone understands what your complaint is about and that this is an ongoing problem:
http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf

After reading back a page or two there seems to be a lot of confusion so anyone not understanding what this is about check out the report.

Thanks again to those who contributed to this thread. I might suggest you edit the title to include Bell if possible.

[vermit25]

Thanks for the pdf link jmatheson64,
It states that
we recommend that customers seeking to port their number to a new provider first verify whether they are required to provide 30 days’ notice of termination
to their current provider If such notice is required, we recommend that the customer ask the new provider to future date the porting order by 30 days

So has anyone been able to do this future porting date? I am confused what is required to avoid an extra month billing of Rogers when transfering to koodo.

[noob666]

unless people start stepping away from these company, they will not stop

the big 3 is a joke and disgrace of Canada

[jajola]

Im not sure I quite understand. So if I call in and give 30 days notice of porting. Doesnt that mean I will be using that service for those 30 days? so how could I claim with CCTS for a refund?

Cell companies will claim you need to give them 30 days notice before porting, however, they refuse to make notes or take calls on this subject. I believe it's because they claim it must be done in writing or some other sort of BS protocol they want you to follow to the letter (I could be wrong on this but it's something along those lines). Then, of course when you port your number without providing the 30 days notice to their liking, they bill you an extra month's service AFTER you have ported.

[vermit25]

So I spoke to Rogers and they were saying that the 30 days notice is only if im on contract, is that true?

[930929930]

i have filed the complaint on November 20th and received acknowledgement from CCTS(saying the complaint falls within their scope of mandate) on the 21st.

Haven't heard anything from Rogers yet.....
how long would it takes for Rogers to respond?

[spawn582]

my complaint against virgin mobile didn't work. my wife was only month to month too.

[karrie_bearrie]

Hi all,

I was wondering if it was necessary to pay your bill before you file with the CCTS? My mom is stuck on the same issue and although I intend to file with this CCTS this Monday, her cancellation bill is not due for another couple of weeks.

Thanks.

[simbella]

Hi all,

I was wondering if it was necessary to pay your bill before you file with the CCTS? My mom is stuck on the same issue and although I intend to file with this CCTS this Monday, her cancellation bill is not due for another couple of weeks.

Thanks.

I paid my bill before I filed with the CCTS. Since I'm filing a complaint, I thought I should make sure that did my part (paid the bill, filed the complaint). I just filed my complaint yesterday. I talked to Fido customer service, and they told me I still had to give them 30 days notice, even though I am no longer on contract with them.

I would like to hear from others who were successful in their CCTS complaint. Especially details like paying the bill first before filing with CCTS, on-contract or month-to-month, etc. Thanks in advance.

[simbella]

So I spoke to Rogers and they were saying that the 30 days notice is only if im on contract, is that true?

+1
I'd like to know if this is true as well. I'm not contract anymore, but Fido still told me I had to give 30 days' notice.

[Zero1]

They want 30 days notice regardless

[vermit25]

+1
I'd like to know if this is true as well. I'm not contract anymore, but Fido still told me I had to give 30 days' notice.

Yes its true, infact it seems like you can stop at any time and port. Your next bill will be for only the used period.
I ended up staying with rogers as they offered me a similar plan to koodo.

Hope this helps.

[930929930]

i have filed the complaint on November 20th and received acknowledgement from CCTS(saying the complaint falls within their scope of mandate) on the 21st.

Haven't heard anything from Rogers yet.....
how long would it takes for Rogers to respond?

anyone in a similar situation like me?
i have been waiting for more than 10 days without any calls or letters....

[shmogt]

I ported my number over and Rogers said no problem but you owe us an extra month of pay. I was off contract and my number isn't with them anymore since it was ported so I have no obligation to pay them anything especially since they provide no service or even an number. I had no legal contraction binding me to them either like I said so I asked why. They told me that's their new policy. I said I will not be paying and they can't legally do anything since the contract is over. The person was quit for like 5 seconds than said ok lol. Been a couple months now and haven't been charged a thing.

[bestjsg]

I was successful filing a CCTS complaint. Bell sent me a cheque for the last month of payment plus the penalty I received for not paying initially.

When filing the CCTS complaint be sure to reference their annual reports page 29-31 so everyone understands what your complaint is about and that this is an ongoing problem:
http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf

After reading back a page or two there seems to be a lot of confusion so anyone not understanding what this is about check out the report.

Thanks again to those who contributed to this thread. I might suggest you edit the title to include Bell if possible.


Love to see your success story. So far, the formula is to pay the final bill by Visa, then dispute it first of all with Visa, then fill the compliant with CCTS, am I missing some steps ? btw, how long did it take overall to get your money back ?

Finally, the most important question...does this work for Home Land lines ?

thanks in advance.

[Justification]

My experience porting:

My billing cycle is the 7th of each month. I ported my number on Nov. 12. Having already paid my bill for Nov 7-Dec 7, I called in on Nov. 14 to plead my case that I should not have to pay the 30 days because I was not receiving service. After talking to a few people and getting transferred to retentions, they told me I'd be credited for 25 days in November that I had no service. They told me I wouldn't be charged the additional 5 days on my next bill, and that the credit for November would be reflected on the next bill as well. So this months bill came and surprise surprise, no credit. Just an additional charge for the 5 extra days.

I called back in today, and talked to someone from retentions again. She was very nice and credited me on the spot. She was going to issue me a check, but found out she could reverse the charges directly to my credit card -- even better! Worked out great and didn't have to go through CCTS complaint process.




I ported my number over and Rogers said no problem but you owe us an extra month of pay. I was off contract and my number isn't with them anymore since it was ported so I have no obligation to pay them anything especially since they provide no service or even an number. I had no legal contraction binding me to them either like I said so I asked why. They told me that's their new policy. I said I will not be paying and they can't legally do anything since the contract is over. The person was quit for like 5 seconds than said ok lol. Been a couple months now and haven't been charged a thing.
This seems like a bad idea. Not worth risking your credit score over.

[lorax1284]

You can minimize your exposure: if you are not on a contract, reduce your plan to a bare minimum voice only plan. Then cancel. You will get a credit for the services you prepaid for prorated to what time in your billing cycle it is, then you will have that credit to apply to the next month's much lower bill. Yes, you're still dinged, but if you are on a very costly plan, can save a lot of money and hassle.

[WorldIRC]

For the record: Bell does allow proper 30 days notice for intention to port. A tracking code is added to the account, and then you can port anytime. This code ensures you are billed no later than the date of port; however, you must still allow 30 days to pass before porting or you will be billed for the remainder of the notice period.

eg. Call Jan 1 to give port notice. Port Jan 15. You will be billed for 15 days more service since you still had 15 more days in your notice period.
eg2. Call Jan 1 to give port notice. Port Feb 1. You will not be billed for any more service as you've fulfilled your 30 days notice in full. If your bill for Feb has already been issued, a credit will follow in March.

Bell's port notice usually stays on the account for 60 days.

[underjeep]

ok I tried this, but I also cancelled my credit card so they couldn't charge me for the extra month

[WorldIRC]

ok I tried this, but I also cancelled my credit card so they couldn't charge me for the extra month

That just means they'll send it to collections. I can't believe you went as far as to cancel your credit card. What reason did you give? Are you aware the legitimate pre-authorized payments can still be processed, even if your card is cancelled? Gym's do this all the time with full success.

[underjeep]

That just means they'll send it to collections. I can't believe you went as far as to cancel your credit card. What reason did you give? Are you aware the legitimate pre-authorized payments can still be processed, even if your card is cancelled? Gym's do this all the time with full success.

im not on per-authorized payment i think, anyways f*** the system! fight the power

[WorldIRC]

im not on per-authorized payment i think, anyways f*** the system! fight the power

If you're not on pre-auth, why would you think they can just charge your CC?

[underjeep]

If you're not on pre-auth, why would you think they can just charge your CC?

ya I made a mistake. oh well too late. i already cancelled it, my credit rating probably dropped 50 points

[EPcjay]

I logged my complaint today. Will report back results.

Anyone know how to complain for Rogers Cable? Rogers is unwilling to honor their contract.

[ceredon]

I logged my complaint today. Will report back results.

Anyone know how to complain for Rogers Cable? Rogers is unwilling to honor their contract.

CCTS handles them too.

[LostInTruth]

So, out of the big 3 it appears that only TELUS bills you to end of your bill cycle when you cancel or port?

For what is worth, why do people sign up with these companies when the contract clearly states 30 days notice and then complain over legitimate charges? Do the same people do this for other services (i.e. mortgage/rent/insurance, etc), or is the wireless just a free for all for people who want to cheat the system?

ETA: Reading this thread and poster boblepp has to be the most annoying and "think-I-know-it-all person" ever. I am sure BELL is better off losing this customer.

[LostInTruth]

unless people start stepping away from these company, they will not stop

the big 3 is a joke and disgrace of Canada

Nevermind all the jobs and charitable work they provide. They are better than they used to be.

[Kasakato]

So, out of the big 3 it appears that only TELUS bills you to end of your bill cycle when you cancel or port?

For what is worth, why do people sign up with these companies when the contract clearly states 30 days notice and then complain over legitimate charges? Do the same people do this for other services (i.e. mortgage/rent/insurance, etc), or is the wireless just a free for all for people who want to cheat the system?

ETA: Reading this thread and poster boblepp has to be the most annoying and "think-I-know-it-all person" ever. I am sure BELL is better off losing this customer.
Likely because some carriers make it impossible to provide notice. Fido told me I cannot log 30 days notice because doing so blocks a port. The rep essentially told me to port, pay the 30 days, and Im SOL.

[LostInTruth]

Likely because some carriers make it impossible to provide notice. Fido told me I cannot log 30 days notice because doing so blocks a port. The rep essentially told me to port, pay the 30 days, and Im SOL.

Well, that is BS and I can agree with if they make it a hassle; but those disputing a legitimate charge, I just cannot understand. You have used the service for months or years, maybe even received some credits, and now you want to bail, but not honour your side of the contract but protest they should honour theirs? It seems like a double standard IMO.

[underjeep]

SO i Don't want to pay the extra 30 days, filed my complaint and they emailed me this back:


"
We have received your complaint However, in order for the CCTS to proceed with your complaint, you must provide us with certain key information in order to help facilitate the assessment of your complaint. Specifically, the CCTS requires you to provide the following information:

o For contract disputes, the particular aspect of the contract or terms which your telecommunications service provider is not honouring.

· What you regard to be a reasonable resolution to your complaint. Please include the amount you are disputing.
"

what do I do now

[EPcjay]

Clearly, you weren't clear when you logged your complaint.
You tell them it's absurd to pay for service that cannot be offered, and the amount you are disputing is the amount they charged you in the last 30 days

[underjeep]

I sent them this :
"I was off contract and my number isn't with them anymore since it was ported so I have no obligation to pay them anything especially since they provide no service or even an number."

what exactly should I send them? They seem to be bent on me looking through my contract and finding something wrong with it, but I'm not going to find it in my rogers contract. I'd have to find it in the consumer protection act or something.

[Kasakato]

I sent them this :
"I was off contract and my number isn't with them anymore since it was ported so I have no obligation to pay them anything especially since they provide no service or even an number."

what exactly should I send them? They seem to be bent on me looking through my contract and finding something wrong with it, but I'm not going to find it in my rogers contract. I'd have to find it in the consumer protection act or something.
Your contract allows them to charge the fee- its pretty clear. Re-read the beginning of the thread and construct a reply to the CCTS they can comprehend.

[Piro21]

Your contract allows them to charge the fee- its pretty clear. Re-read the beginning of the thread and construct a reply to the CCTS they can comprehend.

An illegal contract is invalid. They can put whatever the hell they feel like in the contract terms but since they're charging you for a month of service that they cannot possibly provide you're in the legal right to not pay that.

[EPcjay]

The system is flawed. Even if you give them the 30 days notice, the system is still automatically set to charge to one extra month once you port. You still have to call back the old provder to get that adjusted, and sometimes you get screwed if they don't document that you called.

Sometimes the rep locks the number from porting when you give them 30 days notice because its set to cancel.

[Kasakato]

An illegal contract is invalid. They can put whatever the hell they feel like in the contract terms but since they're charging you for a month of service that they cannot possibly provide you're in the legal right to not pay that.

Which statue does this violate?

[ceredon]

Which statue does this violate?

It might be a stretch, but it could be argued to a simple case of charging for services that are not rendered, other wise known as theft, fraud and racketeering. But, like I said, it would be a stretch.

While they require 30 days notice they will not accept 30 days notice, resulting in the customer always being penalized for not giving notice that they were require but forbidden to give. That's a racket.

[Piro21]

It might be a stretch, but it could be argued to a simple case of charging for services that are not rendered, other wise known as theft, fraud and racketeering. But, like I said, it would be a stretch.

While they require 30 days notice they will not accept 30 days notice, resulting in the customer always being penalized for not giving notice that they were require but forbidden to give. That's a racket.

Why would it be a stretch? That's exactly what's happening.

[Kasakato]

It might be a stretch, but it could be argued to a simple case of charging for services that are not rendered, other wise known as theft, fraud and racketeering. But, like I said, it would be a stretch.

While they require 30 days notice they will not accept 30 days notice, resulting in the customer always being penalized for not giving notice that they were require but forbidden to give. That's a racket.

In cases where it is impossible to provide notice, sure. However some carriers seen to be catching on and allowing a notice of port flag.

[ceredon]

Why would it be a stretch? That's exactly what's happening.
It is, but they seem like teflon. The law doesn't seem to apply to carriers as it would to almost any other industry. I look at locked phones as a racket too and a form of restraint of trade, yet they get away it it.


In cases where it is impossible to provide notice, sure. However some carriers seen to be catching on and allowing a notice of port flag.
But in the cases where they prevent it, they can hardly claim loss from the customer not giving notice.

[Kasakato]

It is, but they seem like teflon. The law doesn't seem to apply to carriers as it would to almost any other industry. I look at locked phones as a racket too and a form of restraint of trade, yet they get away it it.


But in the cases where they prevent it, they can hardly claim loss from the customer not giving notice.

Many carriers have caught on and offer the notice flag. Fido recently disallowed me to set the flag, but later stated the CSR was not following their policy.

[ceredon]

Many carriers have caught on and offer the notice flag. Fido recently disallowed me to set the flag, but later stated the CSR was not following their policy.

Rogers/Fido systems to no have the ability to enter 30 days notice. This is an intentional oversight. It isn't so much policy and they intentionally left out the field in their systems. If they added it now, it is very, very recent.

[crazlunatic]

My contract with Rogers has ended and I ported my number over to Koodo. Since Koodo said DO NOT cancel your service to port the number, I did not call Rogers prior and went to Koodo first. I did not know a number port would automatically cancel my service. (In hindsight, I guess I should have known this and it was stupid for me to not know.)

Anyway, I have a few problems with this:

1) Specials come out all the time, how the hell are you expected to give 30 days notice to terminate? Also, I'm not on contract anymore so why is there even a penalty?

2) Because I didn't call Rogers prior to the transfer, I have to pay for all my add-ons, which I had a credit for prior to expiration. I have to pay for all of these DESPITE NOT using their phone or service AT ALL.

Is there ANY way around this 30 day termination penalty? This is just ridiculous. Thanks in advance for your tips.

[dragon_drift]

Your answer is in here

f.redflagdeals.com/showthread.php?t=1000126&page=9

[Kasakato]

You must go the CCTS way. Though its going to be a very tricky complaint since you never logged a call with Rogers prior to porting.

[AV-Fishing]

No. It's in the Policy. Read Note 9 or 10 on your bill in the Terms and Conditions.

[qaz393]

No. It's in the Policy. Read Note 9 or 10 on your bill in the Terms and Conditions.

Illegal policy according to ccts rules

[audit13]

Illegal policy according to ccts rules

You have a link or reference for this? May have to use it in the future.

[qaz393]

You have a link or reference for this? May have to use it in the future.

Look at the other thread.

[audit13]

Look at the other thread.

I did, but I didin't see anything about the CCTS ruling that it's illegal.

[will888]

Based on personal experience, the CCTS works. The cancellation fee will be refunded. End of over discussion.

[zilber]

No. It's in the Policy. Read Note 9 or 10 on your bill in the Terms and Conditions.

I am sure it is their screwy policy, if you can get your money back by filing with CCTS why not?

[erichau]

You must go the CCTS way. Though its going to be a very tricky complaint since you never logged a call with Rogers prior to porting.

Just write the charge is unjustified. 30 days of dead air is unacceptable. That the client is unable to use the last 30 days at point of notice.

[EPcjay]

Based on personal experience, the CCTS works. The cancellation fee will be refunded. End of over discussion.


I am sure it is their screwy policy, if you can get your money back by filing with CCTS why not?


Just write the charge is unjustified. 30 days of dead air is unacceptable. That the client is unable to use the last 30 days at point of notice.


I just got my reply, and advised the charge is will written in their policy for cancellation. No refund. They even told me where to find the "cancellation policy"

What should I cite next? This is for Fido

So far, I replied indicating I will be calling the credit card company and initializing a charge back for services not provided. This is a charge for service, and not a cancellation fee, therefore it's a valid charge back.

[ceredon]

I just got my reply, and advised the charge is will written in their policy for cancellation. No refund. They even told me where to find the "cancellation policy"

What should I cite next? This is for Fido

So far, I replied indicating I will be calling the credit card company and initializing a charge back for services not provided. This is a charge for service, and not a cancellation fee, therefore it's a valid charge back.

I would write back and explain that you understand the requirement for 30 days notice is written in their terms of service, but since Fido will NOT accept 30 days notice this is an impossible requirement to fulfill.

In the end, it is in their terms, therefore it is a part of the contract. As dirty and shady as it is, they have had their lawyers write it up, so I am sure they feel it is acceptable, legally. CCTS is on record as saying they find the 30 day dead air charge unacceptable but they cannot force rules on the carriers. At the same time they are obligated to uphold the contracts for both side, you and the company. This is why I usually recommend calling to give notice but be adamant that they not take it as a cancelation requests since that would lock your number from porting. All you want them to do is put a note on your account. This satisfies your legal obligations under the contract and will guarantee CCTS will find in your favour. As much as people have had success simply filing a complaint, there is no guarantee that CCTS will find in you favour if you didn't make the call ahead of time.

Check your provincial consumer protection laws. If you are in Ontario, you can find them here:
http://www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_02c30_e.htm#BK11
http://www.sse.gov.on.ca/mcs/en/Pages/What_Are_My_Rights.aspx


Some sections that you might want to mention to CCTS when you write to them

Ambiguities to benefit consumer
11. Any ambiguity that allows for more than one reasonable interpretation of a consumer agreement provided by the supplier to the consumer or of any information that must be disclosed under this Act shall be interpreted to the benefit of the consumer. 2002, c. 30, Sched. A, s. 11.
Clearly the 30 day notice requirement is ambiguous since they refuse to accept 30 days notice. If it is ambiguous, then it MUST be decided in the favour of the consumer.


I would also peruse the sections related to "Examples of false, misleading or deceptive representations" and "Unconscionable representation" as it seems some of those could apply.

[flaggerofred]

these companies are absolutely unbelievable

i receive a bill yesterday from Bell even though my 3 year term with
them was done on the last day of December.
I call to ask what for ...
"because you transferred the numbers on your
Bell account to your new service provider"

"but I informed you guys that I was doing so an entire week
before my contract would finish with you"

"we need a 30 day notice for porting numbers"

"but your contract says that is for active numbers AND i wanted the
numbers transferred on the last day of the contract when the lines would
become inactive"

"I have worked for this company for 15 years and we always charge the
same fee to all customers in that situation"

"ok so lets say I was on a contract with you for 3 years, and about a week
before the last day of the contract I call and let you know that I no longer
require the line to be active...i would still be charged for the entire next month,
even though the line is inactive for that period and not usable, and
even if i dont plan on porting the number?"

"Yes that is correct"

"ccts it is then. thank you for your time"

[boblepp]

these companies are absolutely unbelievable

...snip....

"ccts it is then. thank you for your time"

Exactly, bastards! And there is nothing except CCTS to help. But email your MP and MPP anyway. They need to be aware of the cheating. Governments spend lots of money with Bell and should know how teh average taxpayer is being screwed.

[anom]

I called Rogers about this after receiving my bill and they corrected it without a problem, maybe because I still have other services with them..

[theshowman]

I also just got a response back from CCTS about Fido and they also "refused" a refund. This is absurd.
They wouldn't let me cancel the service 30 days prior to contract end date - I had to wait for contract to end before cancelling - and essentially be forced to pay the extra month.

That's absurd.

[boblepp]

I also just got a response back from CCTS about Fido and they also "refused" a refund. This is absurd.
They wouldn't let me cancel the service 30 days prior to contract end date - I had to wait for contract to end before cancelling - and essentially be forced to pay the extra month.

That's absurd.

Are you saying the CCTS has refused your claim?
That sounds odd, since they get so many of them.
Don't pay the bill. If they send it to collection you can refuse based on the contract being over.

[theshowman]

No, sorry, Fido refused it - a letter from the "Office of President".
They already charged my CC since they had it on file for automatic payment!

I guess I could do a charge back, or maybe escalate through CCTS again?



Are you saying the CCTS has refused your claim?
That sounds odd, since they get so many of them.
Don't pay the bill. If they send it to collection you can refuse based on the contract being over.

[boblepp]

No, sorry, Fido refused it - a letter from the "Office of President".
They already charged my CC since they had it on file for automatic payment!

I guess I could do a charge back, or maybe escalate through CCTS again?

Yes, dispute with teh CC company, Idid, and got paid back twice when Bell folded. Tell the CC company you were 'charged for services not supplied'. That is, they cut off your phone service but charged you 30 days. They will not bother fighting it since they need the CC company and they cannot convince them of their policy.

Easy to do.

Be sure your made the correct claim to the CCTS. That you called or tried to give notice and were refused.

[zilber]

What if I am not on their automatic payment plan, should I charge the final bill on my CC and then ask for a charge back from my CC company after?

[boblepp]

What if I am not on their automatic payment plan, should I charge the final bill on my CC and then ask for a charge back from my CC company after?

May be worth the gamble since if they fail to respond to CC you win after 30 days. Or, just do not pay the bill. Dispute with CCTS. They can send you to collection I guess, so your call.

[karrie_bearrie]

I thought I would share my experience as well. In December I had filed a complaint through the CCTS as well, as the exact same thing happened with my mother. CCTS refused my claim. What they did was a joke. They basically took my file, went to Fido, and said "you have a complaint". Fido writes back, going "Welps, we charge a 30 day cancellation fee". CCTS calls my mom up "welps, nothing else we can do, so we are closing the file". Seriously.

I am beginning to think this is a high level government complaint office for cell phone companies, in which they are just here to hear us rant but have no powers to legally enforce anything. This is ridiculous. I have no other options as I know if I escalate it through Fido ombudsman they will just shrug me off.

[boblepp]

I thought I would share my experience as well. In December I had filed a complaint through the CCTS as well, as the exact same thing happened with my mother. CCTS refused my claim. What they did was a joke. They basically took my file, went to Fido, and said "you have a complaint". Fido writes back, going "Welps, we charge a 30 day cancellation fee". CCTS calls my mom up "welps, nothing else we can do, so we are closing the file". Seriously.

I am beginning to think this is a high level government complaint office for cell phone companies, in which they are just here to hear us rant but have no powers to legally enforce anything. This is ridiculous. I have no other options as I know if I escalate it through Fido ombudsman they will just shrug me off.

I would want to see exactly what your complaint was. You have to show you tried to give notice as required in advance of contract end. Do you recall exactly what your complaint said? If you failed to try to give notice completely maybe that is what they used against you. I think all of them want you to call them 30 days before contract end to say "I am ending in 30 days". Did you call them first?

If your contract ended March 15, then by Feb. 15 you are supposed to call to tell them you will end March 15. If they threaten to hold your number... well now you can at least say you tried, and withdraw your cancel request. Since the CRTC assures you that your number belongs to you, if they threaten to take it away then you had no choice but to continue the last 30 days. Your complaint is now "I tried to give required notice, but they would not accept it without taking my phone number way from me. That is illegal. So I had to withdraw my 30 days notice. They tried to construct an excuse to get me to not give notice."

But if you said and did all that and told CCTS that, then I would be upset as well and I would email my MP and my MPP.

All of this takes time. They know that. They play a game. Our role is to hang in and spend the time forcing them to play fair. It sucks, but that is how it goes.

If our elected MP and MPP's get LOTS of emails saying the same thing about abuse they will be forced to take action. Until then, Robellus takes our money because we are sheep.

Take the time!

[ceredon]

I would want to see exactly what your complaint was. You have to show you tried to give notice as required in advance of contract end. Do you recall exactly what your complaint said? If you failed to try to give notice completely maybe that is what they used against you. I think all of them want you to call them 30 days before contract end to say "I am ending in 30 days". Did you call them first?

If your contract ended March 15, then by Feb. 15 you are supposed to call to tell them you will end March 15. If they threaten to hold your number... well now you can at least say you tried, and withdraw your cancel request. Since the CRTC assures you that your number belongs to you, if they threaten to take it away then you had no choice but to continue the last 30 days. Your complaint is now "I tried to give required notice, but they would not accept it without taking my phone number way from me. That is illegal. So I had to withdraw my 30 days notice. They tried to construct an excuse to get me to not give notice."

But if you said and did all that and told CCTS that, then I would be upset as well and I would email my MP and my MPP.

All of this takes time. They know that. They play a game. Our role is to hang in and spend the time forcing them to play fair. It sucks, but that is how it goes.

If our elected MP and MPP's get LOTS of emails saying the same thing about abuse they will be forced to take action. Until then, Robellus takes our money because we are sheep.

Take the time!
This is exactly what the case is likely to be. Seems like CCTS is becoming a little pickier about requiring customers having attempted to give the notice.

If anyone calls to give notice and you are planning to port, be explicit that they are not to put you number on hold or do anything other than place a note on your account that you called about giving notice. Since they can't accept notice, all the can do is leave a note. But if you aren't explicit, they might just lock you number and prevent you from porting.

[boblepp]

This is exactly what the case is likely to be. Seems like CCTS is becoming a little picker about requiring customers having attempted to give the notice.

If anyone calls to give notice and you are planning to post, be explicit that they are not to put you number on hold or do anything other than place a note on your account that you called about giving notice. Since they can't accept notice, all the can do is leave a note. But if you aren't explicit, they might just lock you number and prevent you from porting.

Well put! And keep a note of date and time in writing. Get a person's name or number. They will fold if they see you know the game.

[underjeep]

ok guys it seems to have worked for me, they didn't accept my first argument they told me to show me where in my contract exactly what im disputing

So i argued this: http://en.wikipedia.org/wiki/Consideration

[nickaslt]

Yes, dispute with teh CC company, Idid, and got paid back twice when Bell folded.

So you got paid twice the same amount and see nothing wrong with it?

[ceredon]

So you got paid twice the same amount and see nothing wrong with it?

What's wrong with it? If Bell/Rogers want to charge for services that they do not provide, I see nothing wrong with that biting them in the ***** and costing them instead of them reaping undue reward.

[nickaslt]

What's wrong with it? If Bell/Rogers want to charge for services that they do not provide, I see nothing wrong with that biting them in the ***** and costing them instead of them reaping undue reward.

If you steal, I steal too!!

IMHO by doing that you descend to their level of sneakiness..

[saharahmani]

In my case, my contract with Fido expired on Jan 6. I called them on Nov 15 to put notice for transferring my number to Wind. On Dec 31 I transferred to Wind. On Monday, I received a bill that included charges till Jan 31. I called the CS and told them that I have put my notice more than 30 days in advance the rep told me the notice counts from the day I transferred my number that is why they are charging me till Jan 31.

Can anyone give me advise, via message, on how to fill the form? Is this a contract dispute or billing error :?:

[ceredon]

If you steal, I steal too!!

IMHO by doing that you descend to their level of sneakiness..

There is no theft, other than their attempt to pull a little scam. If their scam results in them instead paying what they were trying to gain, then it is simply a penalty for their activities.

[saharahmani]

In my case, my contract with Fido expired on Jan 6. I called them on Nov 15 to put notice for transferring my number to Wind. On Dec 31 I transferred to Wind. On Monday, I received a bill that included charges till Jan 31. I called the CS and told them that I have put my notice more than 30 days in advance the rep told me the notice counts from the day I transferred my number that is why they are charging me till Jan 31.

Can anyone give me advise, via message, on how to fill the form? Is this a contract dispute or billing error :?:

Fido contract clearly states that
Section 33: "...you may terminate any or all of your Services upon no less than 30 days’ advance notice by contacting Fido" and
Section 35: "The transfer of your telephone number to another telecommunications service provider constitutes a termination of the applicable Service(s)..."

[fishscale4sale]

I have had month-to-month wireless cell service with Rogers for several years.
I recently switched my number over to a new 'individual' account, so my corporate account has ended.

My question is, since my number is on a brand new account, would I be able to port my number over to another cell carrier and avoid any cancellation fees?
Since my account is new, I am assuming I have 15 days/30min of use where I can cancel my service agreement without any cancellation fees.

I'm hoping that when I port my number over (without giving Rogers any notice), I can walk away from Rogers WITHOUT paying any cancellation fees, since my account is less than 15 days old. I just have this feeling that Rogers will find some way to screw me over one last time..

[EPcjay]

I thought I would share my experience as well. In December I had filed a complaint through the CCTS as well, as the exact same thing happened with my mother. CCTS refused my claim. What they did was a joke. They basically took my file, went to Fido, and said "you have a complaint". Fido writes back, going "Welps, we charge a 30 day cancellation fee". CCTS calls my mom up "welps, nothing else we can do, so we are closing the file". Seriously.

I am beginning to think this is a high level government complaint office for cell phone companies, in which they are just here to hear us rant but have no powers to legally enforce anything. This is ridiculous. I have no other options as I know if I escalate it through Fido ombudsman they will just shrug me off.

Pretty much same thing for me. CCTS calls me to say because you didn't give them 30 days notice as stated as policy, they can't using anything to argue back. Case closed. Last thing he said was I'm on your side, i agree with you but I dont have anything to use against them.

[WorldIRC]

I've mentioned it countless times -- you have to put in the effort. You can't just port out and expect CCTS to order them to waive it. You must give Rogers the opportunity to "meet your needs". Once they don't, then you can challenge it.

[geokilla]

I've mentioned it countless times -- you have to put in the effort. You can't just port out and expect CCTS to order them to waive it. You must give Rogers the opportunity to "meet your needs". Once they don't, then you can challenge it.

What if you port out because you wanted to jump on the limited time offer Fido $56 2GB plan? I can't exactly wait 30 days for it, when I thought the plan was gonna expire at the end of 2012.

[Kasakato]

ok guys it seems to have worked for me, they didn't accept my first argument they told me to show me where in my contract exactly what im disputing

So i argued this: http://en.wikipedia.org/wiki/Consideration

Consideration is a component to demonstrating an enforceable contract. You pay Fido/Rogers $, they provide a service. You formed a valid contract, in which it stipulates a 30-day cancellation notice. Your argument shoots yourself in the foot.

[Kasakato]

I've mentioned it countless times -- you have to put in the effort. You can't just port out and expect CCTS to order them to waive it. You must give Rogers the opportunity to "meet your needs". Once they don't, then you can challenge it.
+1. The 30-day notice is part of the contract. Unless Fido/Rogers acted in a way which prevented such notice, the CCTS is powerless.

[WorldIRC]

What if you port out because you wanted to jump on the limited time offer Fido $56 2GB plan? I can't exactly wait 30 days for it, when I thought the plan was gonna expire at the end of 2012.

I assume you're jumping from Rogers to Fido then? In this case, the 30 days notice won't apply due to a billing system limitation.

Perhaps you meant the Koodo $56 2GB plan for better argument sake? It's a tricky argument -- On the one side, the TOS states 30 days notice is required (and this is legal). On the otherside, technical limitations prevent the service providers to allow you to maintain active service on the old line once it is ported out. Keeping it active with another # would be a waste since no one has that #. Therefore there are only two solutions here:

1. Waive the 30 days notice on ports -- this would result in the majority of 30 day notices being waived -- because really who doesn't port these days?
1a. Increase the service deactivation fee that normally applies to those porting out mid-contract to "cover" the 30 days notice costs.

2. Don't waive the 30 days notice on ports. The choice to cancel was the customers, not the carriers.
2a. Amend the TOS to state that the 30 days notice includes ports and includes dead-air.

3. Activate with a fresh # on your new carrier. Give Rogers your 30 days notice (assuming they allow it like Bell does) and then port your # on day 30.

[trinxified]

Hey guys. I don't know if I made a mistake. Please advise.

I plan to port out of Fido (to TELUS) before my statement cycle ends (on Feb. 11, and I've already paid the bill which was due on Feb. 7).

Anyway, I initially did not know when exactly my cycle ends so I called in at Fido. For some reason I mentioned about my plan of porting out because I've been really upset about them not extending my existing monthly credits if I signed a new contract with them. The CSR kept saying that since they required 30-days notice, I will get charged for the full month's service right after the account is cancelled due to porting... I argued about why I would have to pay for service that I won't have the choice to even use, and the CSR was quite adamant with the "policy" and just kept brushing off my argument.

Basically my question is, since I know the CSR would definitely leave notes in my account regarding that discussion, does that mean all hope is lost now for getting a refund in the future? What are my next steps? It seems like the CCTS option doesn't work anymore?

[jmatheson64]

Love to see your success story. So far, the formula is to pay the final bill by Visa, then dispute it first of all with Visa, then fill the compliant with CCTS, am I missing some steps ? btw, how long did it take overall to get your money back ?

Finally, the most important question...does this work for Home Land lines ?

thanks in advance.

Late reply but ohwell, FWIW:

I did not dispute anything with my credit card company or bank.

I first called Bell to learn about porting. I was told that I had to give 30 days notice, but giving such notice would cancel my account and render my number unportable: the dilemma now being to choose to lose my number OR pay for an extra 30 days of inaccessible service. I asked several times how this contradiction could work, and was given no explanation or guidance (although I understand now that people may be able to have notes made on their accounts, allowing them to give 30 days and port). I paid the bill and submitted a complaint to the CCTS referencing the report I linked in my last post with this problem. Bell responded within a few days and said they would pay me. A cheque arrived 7 days later.

Tips:
-call in and ask about porting and how you can do so without paying for a month of inaccessible service. If they do not facilitate this, you've done your due diligence for a CCTS complaint.
-before doing the port, strip your service to the bare minimum (remove caller ID, text packages, voicemail etc) so that you risk as few dollars as possible and hopefully make the provider settle it since it is for such a small amount.

As for landlines, I am not sure but it seems to be the same logic.

[krsolutions]

LOL:

Thank you for your patience an online representative will be with you shortly. Your wait time is approximately 0 minute(s).

You are chatting with Donald.
Your Name: Ramie
Your number:
Your question: Cancelletation

you: Hi

you: I have a quick question for you guys

Donald: Hello and welcome to Bell Mobility's chat service.

Donald: Can I have the make or model of your device as well for validation?

you: samsung nexus s

you: i9250

Donald: Thanks! How may I assist you with your question?

you: I want to know

you: if I transfer my phone line to fido

you: do i have to tell you guys?

you: and does it get cancelled right away?

you: i am aware if the 313$ fee

you: but my phone died

you: and i need a better plan

Donald: No, they will take the number and call us on your behalf. The line will be activated right away, however, you will still have 30 days before the line is officially cancelled with Bell Mobility.

you: so i'll be paying for 30 days of service not received?

you: is that even legal?

Donald: Correct. It is legal, and it is on your service agreement.

you: wow, i should have read the servcie agreement

Donald: We are not in the habit of illegal practices.

you: is it possible to get a copy of that service agreement

you: with my signature?

you: i dont remember signing anything for at least the past 6 years

Donald: That was provided to you in the store where you purchased it. You will have to go back to the store to see if they have a copy.

you: alright then, shame on me for not reading the 32424 pages of service agreement

Donald: Before, you can leave a Bell World store with a phone upgrade, you have to sign a service agreement. That is the policy.

you: is there anybody that really reads those?

you: i guess i`ll take my time next time

you: thanks

Donald: I cannot offer an opinion on who reads them. However, everyone should always read a contract that they are entering into, especially if it is for 3 years.

you: lesson well learned

you: however I still find this "dirdy" as a practice from Bell

Donald: In what way, can I assist you with a price plan today?

you: dirty

you: no i`m good thanks

you: i will be giving worlds to my surronding to watch out for this "catch"

you: words

you: dirty dirty bell

Donald: That is your opinion and I am sorry you feel that way. However, when you go to Fido, I would suggest you read the service agreement before you sign it as all Cell companies have a service agreement.

you: they removed it since they got too many complaints about it but i didnt know bell had it too

you: you do a search on the web

you: this issues has been discussed since 2009

you: http://forums.redflagdeals.com/merged-do-not-pay-rogers-fidos-30-days-services-when-porting-number-1000126/

you: here's the site

you: With the many recent posts about the smaller guys (Wind Mobile / Mobilicity), I'm sure many of you are porting numbers. I recently got charged with 30 days of billing because Rogers claims you need to give them 30 days cancellation notice. So you are paying Rogers/Fido (probably Bell/Telus too) 1 month of services you are NOT receiving (since another company is providing them now). This is ILLEGAL. File a complaint with the CCTS http://www.ccts-cprst.ca/complaints/guide And you will get your money back. It's all done online and very painless. For 2 lines I got back about ~$100. Not bad for a few minutes of filling out a form. Take your money back from those Robbers!

Donald: I can only assist you with Bell's policies and offering you some advice that all cell companies have their own rules and policies.

Donald: Is there anything else I can assist you with today?

you: i guess not

you: thanks

Donald: You're welcome.

Donald: Have a great holiday weekend!

[abinesh]

Hey guys, I was able to get my money back by contacting CCTS. I phoned 30 days before the day i had planned to port my number from Fido to Koodo. Told th rep to leave a note about unable to give notice so as to keep the number.. then after I ported, Fido sent me a bill for 30 days..filed a complaint with CCTS.. they forwarded to fido..got a reply saying it was part of my contract to give 30 days notice.. replied them saying I tried and they wouldnt accept it(gave the date and details of the call).. then they replied that they will credit my money back.. simple..

[BastianS]

Hmm. I went from Rogers to Telus. Never got charged with this porting business.

[indibee]

Hmm. I went from Rogers to Telus. Never got charged with this porting business.

Depending on the bill prior to your final bill, you might have paid the 30 days notice with the regular bill a month in advance. That, or Rogers might have just really liked you.

[Rory]

Just wanted to add my experience to this thread:

Background: I have very basic cable with Rogers + I had my mobile service with them too

I ported/switched from Rogers to Virgin about a week ago at the start of my billing cycle so that I wouldn't have to deal with partial bills or anything (though I didn't call Rogers 30 days early to cancel). Then my bill came today with the full (and ridiculous) charge for 30 days of service which they would not be delivering. So I called Rogers. The first-level CSR gave me the standard BS about charging me for 30 days of service and said he couldn't do anything, so I asked to be transferred to someone who could. I was transferred to retentions and they said that because I was such a long time customer, they would do a goodwill charge reverse on the 30 days of service. Took all of about 20 mins on the phone to save the $80. yay....

[wolfpacal]

Just wanted to add my experience to this thread:

Background: I have very basic cable with Rogers + I had my mobile service with them too

I ported/switched from Rogers to Virgin about a week ago at the start of my billing cycle so that I wouldn't have to deal with partial bills or anything (though I didn't call Rogers 30 days early to cancel). Then my bill came today with the full (and ridiculous) charge for 30 days of service which they would not be delivering. So I called Rogers. The first-level CSR gave me the standard BS about charging me for 30 days of service and said he couldn't do anything, so I asked to be transferred to someone who could. I was transferred to retentions and they said that because I was such a long time customer, they would do a goodwill charge reverse on the 30 days of service. Took all of about 20 mins on the phone to save the $80. yay....

Good, glad you got it right away!

[bravew]

My contract with Rogers will be ended in May 28th and I want to port my phone number from Rogers to other carrier.

I called rogers today to ask about if they can provide any deal and the guy from the retention department pretty much give me the same deal I am having right now. $50 +HST ( 200 Minutes talking + caller ID + 6G data)

In the end， I told him that I MAY port my number at May 28th, and he told me I will be charged $80+HST even I will not get service.

So， I get a reference number just in case I will send complain to CCTS. To reduce the possible $80 charge I asked him to strip all my service down to basic $25 phone plan, he refused and said any plan changing only can be done after May 28th , WTF.
I also asked him if I can switch to pay-as-you-go at May 28th and port that number in May 29th. He told me my PAYG will be activated until Jun 14th, and during May 28th - Jun 14th I need to pay price for my current plan, around $60, and $15 for activating PAYG plan.

Can any one tell me what he said is true or just total BS?
Anyway, just because this poor customer service I will leave Rogers for sure. I will call another customer tomorrow.

Thanks

[Jimboski]

My contract with Rogers will be ended in May 28th and I want to port my phone number from Rogers to other carrier.

I called rogers today to ask about if they can provide any deal and the guy from the retention department pretty much give me the same deal I am having right now. $50 +HST ( 200 Minutes talking + caller ID + 6G data)

In the end， I told him that I MAY port my number at May 28th, and he told me I will be charged $80+HST even I will not get service.

So， I get a reference number just in case I will send complain to CCTS. To reduce the possible $80 charge I asked him to strip all my service down to basic $25 phone plan, he refused and said any plan changing only can be done after May 28th , WTF.
I also asked him if I can switch to pay-as-you-go at May 28th and port that number in May 29th. He told me my PAYG will be activated until Jun 14th, and during May 28th - Jun 14th I need to pay price for my current plan, around $60, and $15 for activating PAYG plan.

Can any one tell me what he said is true or just total BS?
Anyway, just because this poor customer service I will leave Rogers for sure. I will call another customer tomorrow.

Thanks

You DON'T need to tell Rogers you're porting, just do it through the carrier you're going to and Rogers will automatically bill you 1 last month and that's when you go to CCTS and get your refund, done.

[LostInTruth]

Just wanted to add my experience to this thread:

Background: I have very basic cable with Rogers + I had my mobile service with them too

I ported/switched from Rogers to Virgin about a week ago at the start of my billing cycle so that I wouldn't have to deal with partial bills or anything (though I didn't call Rogers 30 days early to cancel). Then my bill came today with the full (and ridiculous) charge for 30 days of service which they would not be delivering. So I called Rogers. The first-level CSR gave me the standard BS about charging me for 30 days of service and said he couldn't do anything, so I asked to be transferred to someone who could. I was transferred to retentions and they said that because I was such a long time customer, they would do a goodwill charge reverse on the 30 days of service. Took all of about 20 mins on the phone to save the $80. yay....

You got a good rep! Escalating to CCTS costs the carriers money.

[LostInTruth]

LOL:

Thank you for your patience an online representative will be with you shortly. Your wait time is approximately 0 minute(s).

You are chatting with Donald.
Your Name: Ramie
Your number:
Your question: Cancelletation

you: Hi

you: I have a quick question for you guys

Donald: Hello and welcome to Bell Mobility's chat service.

Donald: Can I have the make or model of your device as well for validation?

you: samsung nexus s

you: i9250

Donald: Thanks! How may I assist you with your question?

you: I want to know

you: if I transfer my phone line to fido

you: do i have to tell you guys?

you: and does it get cancelled right away?

you: i am aware if the 313$ fee

you: but my phone died

you: and i need a better plan

Donald: No, they will take the number and call us on your behalf. The line will be activated right away, however, you will still have 30 days before the line is officially cancelled with Bell Mobility.

you: so i'll be paying for 30 days of service not received?

you: is that even legal?

Donald: Correct. It is legal, and it is on your service agreement.

you: wow, i should have read the servcie agreement

Donald: We are not in the habit of illegal practices.

you: is it possible to get a copy of that service agreement

you: with my signature?

you: i dont remember signing anything for at least the past 6 years

Donald: That was provided to you in the store where you purchased it. You will have to go back to the store to see if they have a copy.

you: alright then, shame on me for not reading the 32424 pages of service agreement

Donald: Before, you can leave a Bell World store with a phone upgrade, you have to sign a service agreement. That is the policy.

you: is there anybody that really reads those?

you: i guess i`ll take my time next time

you: thanks

Donald: I cannot offer an opinion on who reads them. However, everyone should always read a contract that they are entering into, especially if it is for 3 years.

you: lesson well learned

you: however I still find this "dirdy" as a practice from Bell

Donald: In what way, can I assist you with a price plan today?

you: dirty

you: no i`m good thanks

you: i will be giving worlds to my surronding to watch out for this "catch"

you: words

you: dirty dirty bell

Donald: That is your opinion and I am sorry you feel that way. However, when you go to Fido, I would suggest you read the service agreement before you sign it as all Cell companies have a service agreement.

you: they removed it since they got too many complaints about it but i didnt know bell had it too

you: you do a search on the web

you: this issues has been discussed since 2009

you: http://forums.redflagdeals.com/merged-do-not-pay-rogers-fidos-30-days-services-when-porting-number-1000126/

you: here's the site

you: With the many recent posts about the smaller guys (Wind Mobile / Mobilicity), I'm sure many of you are porting numbers. I recently got charged with 30 days of billing because Rogers claims you need to give them 30 days cancellation notice. So you are paying Rogers/Fido (probably Bell/Telus too) 1 month of services you are NOT receiving (since another company is providing them now). This is ILLEGAL. File a complaint with the CCTS http://www.ccts-cprst.ca/complaints/guide And you will get your money back. It's all done online and very painless. For 2 lines I got back about ~$100. Not bad for a few minutes of filling out a form. Take your money back from those Robbers!

Donald: I can only assist you with Bell's policies and offering you some advice that all cell companies have their own rules and policies.

Donald: Is there anything else I can assist you with today?

you: i guess not

you: thanks

Donald: You're welcome.

Donald: Have a great holiday weekend!

I feel sorry for Donald. Talk about customer ignorance and arrogance.

[ceredon]

I feel sorry for Donald. Talk about customer ignorance and arrogance.

I feel sorry for Donald too. Imagine having such a ***** job and being to dense as to believe what his company is doing is right or legal. TOS doesn't mean jack if it requires you to give 30 days notice and they refuse to allow you to give 30 days notice. Donald should have stayed in school.

[LostInTruth]

I feel sorry for Donald too. Imagine having such a ***** job and being to dense as to believe what his company is doing is right or legal. TOS doesn't mean jack if it requires you to give 30 days notice and they refuse to allow you to give 30 days notice. Donald should have stayed in school.

What do you expect Donald to do? Why are you insulting the mans job just because the customer did not get his way? The poster sounds juvenile. Who says dirty dirty BELL, like honestly, grow up. lol - Tell me how it is not legal (not right maybe, illegal nope)? You signed the damn contract and it is stipulated right there! Stop signing contracts if you do not agree with them. It is no difference than giving your landlord 30 days notice before you move out. The entitlement needs to stop, and the contracts need to be better simplified (that I agree with). But the poster in that chat sounder ignorant and arrogant as hell. He first asks for help (after HE lost his OWN phone), then says he will cancel, and then bashes the company. Good riddance.

[2Sedins1Cup]

This worked like a charm when porting from Rogers to Fido. Read about the complaints from another site, office of the president called and refunded my credit.

[ceredon]

What do you expect Donald to do? Why are you insulting the mans job just because the customer did not get his way? The poster sounds juvenile. Who says dirty dirty BELL, like honestly, grow up. lol - Tell me how it is not legal (not right maybe, illegal nope)? You signed the damn contract and it is stipulated right there! Stop signing contracts if you do not agree with them. It is no difference than giving your landlord 30 days notice before you move out. The entitlement needs to stop, and the contracts need to be better simplified (that I agree with). But the poster in that chat sounder ignorant and arrogant as hell. He first asks for help (after HE lost his OWN phone), then says he will cancel, and then bashes the company. Good riddance.

The contract says you are obligated to give 30 days notice. If the carrier refuses to accept 30 days notice they can hardly legally claim you didn't meet your contractual obligations if you attempted to give 30 days notice. The poster had every reason to so arrogant. He was obviously dealing with a person stuck in a nowhere job as a result of low education or intellect. That would be the only explanation for someone thinking an obviously fraudulent charge is legal.

[LostInTruth]

^^ Incorrect. Read your terms. Just because you say HEY I AM CANCELLING. Does not mean they are going to say, ye sure go ahead. lol, do you understand how a contract works? Of course they want you to give 30 days, so they can TRY and SAVE you within this timeframe as well.

[ceredon]

^^ Incorrect. Read your terms. Just because you say HEY I AM CANCELLING. Does not mean they are going to say, ye sure go ahead. lol, do you understand how a contract works? Of course they want you to give 30 days, so they can TRY and SAVE you within this timeframe as well.
Maybe you are pretending to be dense. I hope so.

Yes the contract says you are required to give 30 days notice. If you attempt to do so and they refuse to accept that 30 data notice, then they can't charge you the penalty for not giving notice. You met you legal obligations when you made a good faith effort to honour your contractual obligations and they refused to accept it.

Donald? This is that hard Donald. Try to keep up.

[LostInTruth]

^^^


To cancel a service, you may contact Bell at Bell Client Care (see Section 18). Cancellation takes effect 30 days after the date you contact Bell. You shall be charged and you shall pay the applicable Charges for that 30 day cancellation period. Look, I AGREE with you that in terms of good business and good faith, that if they contact you or even if they do not contact you and you verify that no usage has been accumulated that you should credit back the charges or at the very least bill to the bill cycle. I am just going by what the terms say. It is a waste of time for BELL to contest it once the CCTS request has been put through, so yes, maybe you are right and BELL should train there employees to do things differently, however, insulting someone is juvenile and gets you nowhere. Everybody wants the fastest phone, and best network, but refuses to pay for the services to get there.

[ceredon]

^^^

Look, I AGREE with you that in terms of good business and good faith, that if they contact you or even if they do not contact you and you verify that no usage has been accumulated that you should credit back the charges or at the very least bill to the bill cycle. I am just going by what the terms say. It is a waste of time for BELL to contest it once the CCTS request has been put through, so yes, maybe you are right and BELL should train there employees to do things differently, however, insulting someone is juvenile and gets you nowhere. Everybody wants the fastest phone, and best network, but refuses to pay for the services to get there.
From someone that began your contribution to the thread insulting a poster as ignorant and arrogant, I'll take your suggestion for what it is worth.

This has nothing to do with wanting good service. This is about: once you have fulfilled your contractual obligation by making a good faith attempt to give 30 days notice prior to port, can a carrier legally charge you again for yet another 30 days notice after termination. The answer is no, that would not be a legal charge, regardless of what some high school dropout CSR has been indoctrinated to believe.

[LostInTruth]

^^ Poster was being ignorant and arrogant, but I see you are the one that is dense (using your words). You seem to have this mentality that your opinion is the final one, and always right. There is no point debating with someone, who refuses to understand. What is with the highschool dropout comment? At least he is making an honest wage, regardless of what his companys policies are. Why would someone give you 30 days notice PRIOR to port, if they know they are going to port 30 days after, that seems like ignorance on the person. Before the port, were they not using the services?

[ceredon]

^^ Poster was being ignorant and arrogant, but I see you are the one that is dense (using your words). You seem to have this mentality that your opinion is the final one, and always right. There is no point debating with someone, who refuses to understand. What is with the highschool dropout comment? At least he is making an honest wage, regardless of what his companys policies are. Why would someone give you 30 days notice PRIOR to port, if they know they are going to port 30 days after, that seems like ignorance on the person. Before the port, were they not using the services?
Why would someone give 30 days notice prior to a port? For the exact same reason one would give 30 days notice prior to termination. Because the TOS obligates the customer to provide 30 days notice. So, in either case, providing 30 days notice prior would be done in order to meet this obligation. Obviously the person would be using the service 30 day prior to the port, as they would 30 days prior to a termination. The point is, can the carrier then charge the customer for yet another 30 days of dead air. The answer is no, not if the customer has done what was required of them by the terms. That the carrier actively refused to formally accept 30 days notice, yet requires 30 days notice doesn't erase the fact that the customer gave their notice.

Similarly, your bank can't refuse to accept your mortgage payment and then seize your house for failing to submit your mortgage payment. You submitted it. You met your obligations. The policy of the bank to refuse it doesn't mean you haven't met your obligation.

And no, I don't believe that a person whose job requires that they lie or provide legally incorrect information to their customers is making an honest wage.

[kangarooz]

hey i was for bumping this but i am wondering if this applies to TV (Cable service) from rogers, Home Phone (iiTalkBB), internet (Teksavvy)

[kangarooz]

bump?

[boblepp]

The definitive comment on how proper the practice of charging 30 days of no service, in my mind, is the carrier-funded complaints commission, the CCTS.

Rogers and Bell pay the CCTS to 'arbitrate' customer complaints, and the CCTS has soundly chastised them for the abhorrent practice. Read the CCTS Annual Reports.

First article 2009-10: http://www.ccts-cprst.ca/wp-content/uploads/2010/01/CCTS-Annual-Report-2009-2010.pdf

See page 29

Follow up: http://www.ccts-cprst.ca/wp-content/uploads/pdfs/en/CCTS-AR-Topics-and-Trends_Following-Up.pdf

Also, it has been proven through phone call recordings that Bell has an 'advance 30 days notice' capability in their system but fails to train every CSR to know about it. I recorded the calls and they are on YouTube. When you hear the educated rep you will understand how Bell works... Constructive deniability. When they lost my dispute they blamed 'a need for more training' to the CCTS. A simple email to every rep is the fix, but they make too much money this way to fix it.

And, Visa will readily reverse a charge made for 'No service', for me at least. Their stand was that a company cannot charge you without proving a service. Bell did not dispute the credit, then I got paid back twice, bonus!

Not everything worded in a contract is enforceable. Ask any lawyer, they live on being paid to argue that stuff in court.

But in this case Bell and Rogers simply play a numbers game, blink and you lose.

[azmodien]

Would someone be able to point me to a thread or post about the best way to port a mobile number from Bell (currently active, outstanding balance, GSM phone). I want to switch to a prepaid option on another provider without having to settle up with Bell right away.

Any help is appreciated. Thanks.

[boblepp]

Would someone be able to point me to a thread or post about the best way to port a mobile number from Bell (currently active, outstanding balance, GSM phone). I want to switch to a prepaid option on another provider without having to settle up with Bell right away.

Any help is appreciated. Thanks.

On a contract?

[azmodien]

On a contract?
Yes, on contract. I know I will take a hit from Bell, but I want to claim the number if I can.

[boblepp]

If money is not an object, and you just want the number guaranteed, just sign a deal with a new supplier and they grab the number, Bell cannot stop them.

Everything Bell does is to get you scared you will lose your number and pay 30 days of dead air. Plus your cancel fees.

Voice record every call. Make notes of every call, date, time, person, employee number.
Tell them you wish to cancel with the 30 days notice required, Get a note on your file and a reference number
They will tell you that if they flag the account cancelled they lock your number and it will not port. You then say you are giving notice and do not lock your number. They will try to beat you up to lock the number. You will persist and tell them not to lock your number. You will not know what they do next.
Wait 29 days, port out to your new supplier. They grab your number from Bell. in days 1-29 you can ask your new supplier to check your number for port out, if bell locked it you can then argue with bell.
Bell makes it a game of attrition. Most people buckle and pay 30 days of dead air time.
If you get charged too much, place CCTS complaint.
Ontario is proposing new laws to limit cancel fee to $50, no idea if retroactive.

[ultran00b]

I recently switched to Bell and cancelled mid cycle. Surprisingly they pro rated my usage and didn't charge me for the full month of service. Granted I was off contract for a few months but nevertheless it was pleasantly surprising.