Local Number Portability

Switch to XOnline

1. What is local number portability?

   Local Number Portability is a government mandate that requires wireless and wireline service providers to allow customers with eligible phone numbers to retain their phone numbers when changing service providers.

2. When can I switch to XOnline and KEEP my number?

   You can bring your existing number from your current wireless or landline service provider to XOnline. This is called porting your number.

3. How do I know if my current number is eligible to be ported?

   All phone numbers are assigned to a local geographic area. To port your number:

   • It must remain associated with the same local geographic area where it is currently assigned.
   • The local geographic area with which your number is associated must be an area where XOnline currently provides service.
   Initially, numbers that are assigned to local geographic areas outside the 100 largest markets may not be eligible to be ported.
   
   

4. Should I cancel my existing service before porting my wireless or wireline number to XOnline?

   No. Your number must remain active. Canceling your service prior to porting will prevent you from keeping your number.
   
   Note: You may be responsible to your old service provider for any contractual requirements and applicable charges, including an early termination fee, on your old account.

5. If I port my existing number to XOnline, will I need a new phone?

   In order to enjoy all of XOnline's services, you may need a XOnline phone. In some cases, depending on your current service provider's network and your type of phone, you may be able to use your existing phone, but availability of services may vary.

6. How long will it take to port my number?

   Wireless to wireless ports generally should take no more than 4 days, but could take longer. Landline to wireless ports generally should take no more than 6 days, but could take longer.
   
   Note: Actual processing time may vary depending on the complexity of the port and your old service provider.

7. Will XOnline charge me any fees for porting my service?

   XOnline does not charge a specific fee for porting numbers to or from our service. Unlike some wireless companies, we have not charged customers for the upfront costs of preparing for number portability before the mandate becomes effective. Important Note: If you port out from us, you will be responsible for any accrued charges, and any applicable early termination fee if you port out before the end of your minimum term.

8. What happens to calls while the port of my number is being processed?

   During the porting process, you should be able to make calls right away from your new XOnline phone, including calls to 911, but you will not be able to receive calls, including return calls from 911 personnel, on your XOnline phone until the port is complete.
   
   In addition, during the porting process, your ability to make and receive calls, including calls to and from 911, using your old phone may vary depending on your old service provider. As a result, you may want to consider maintaining access to both your old phone and your new wireless phone until the port is complete. Upon completion of the port, you will no longer have service under that number with your old service provider, and you'll be able to make and receive calls using your XOnline phone.
   
   If you are porting with your existing wireless phone, you should be able to make calls, including calls to 911, during the porting process, but you will not be able to receive any calls, including return calls from 911 personnel, on your wireless phone until the port is complete. Upon completion of the port, you'll be able to make and receive calls using your phone.

9. How will I know when the port of my number into XOnline is complete?

   We will send an email for notifying you that your new service is fully activated.

10. How do I join XOnline and keep my current phone number?

    There are two easy ways to check whether you can switch to XOnline and keep your number. Simply:
    
    

    1. Visit XOnline web site.
       OR
    2. Call 416 948 3572 to speak with a customer service representative.

    When porting your number, you will be asked to provide the following information:**

    • Confirmation that you are the authorized contact on the account with your old service provider.
    • The name of your old service provider.
    • The account number of your old service as it appears on your bill.
      Note: If you are porting in person, please bring your most recent bill with you.
    • Your name and address as they appear on your bill.
    • The current, active phone number that you wish to keep when you port.
    • A telephone phone where you can be reached during the porting process.
    • SIN number or, if a business, a tax identification number or other information that will be used to accurately identify you to your old service provider.
    • If you are porting a number associated with a wireless prepay account, you may be asked to provide additional information.
    
    **Providing incorrect information will delay the porting process because a customer service representative will need to contact you for the correct details.
    
    Note: Porting is a new service and wireless porting requirements are subject to ongoing governmental review. As a result, information may change.

11. Are all service providers participating in local number portability?

    Some service providers have applied for a waiver from number portability which is a request for a delay or exemption from providing the ability to port numbers. If your current service provider is one such company, then unfortunately XOnline will not be able to port your number at this time.

April 19, 2024