Recently I tried to transfer my cell phone number to a new service provider after completing my 36 month contract and after giving them the one month cancellation notice that is required to get the service cancelled. Instead of cancelling their service as promised by them on Jan 12 2008 they continued their service and to get the service cancelled I called them again, it took me nearly 10 mints to get to the first agent who tried to transfer me to the cancellation dept, as I had to spend nearly 40 mints on the phone when I tried to get my service cancelled initially, I really got upset and refused to talk to the canellation dept again and asked the agent to talk to their cancellation dept and call me back on my cell phone, which they did not do. So I went to their website and emailed them regarding this issue.

The agent I first talked to when I gave them the one month notice had clearly told me that I could switch my number after the end of the cancellation period. I was finally able to get my service cancelled by Jan 13th midnight and on the very next day I tried to switch my number to a different service provider under the pay as you go option (after my experience with Bell now I am really scared to go for contracts), but Bell refused to transfer the number saying that the account was cancelled, I was never told that the number has to be active while it gets transferred to a new company, and they had very clearly told me that I will be able to switch without any problem after Jan 12th, instead of this they did not stop the service and after stopping the service on Jan 13th they plainly refused to transfer the number. I tried emailing them a couple of times and even threatened to complain to the Govt agencies, but now they are asking me to pay the reactivation fee, give them again a 30 day cancellation notice once the number gets reactivated and stuff like that for reactivating the number again, and as I am feeling totally stressed out by all this, I have lost all my energy to fight them and is now resigned to accepting my new number and move on.

But still I am posting this issue to make the fellow desis aware of the reality of state of cell phone service in this country and especially newcomers should be very careful while signing onto long term contracts which may look very attractive in the begining but can really become a big burden later. I am also attaching the email correspondence I had with Bell with this posting.


Original Message Follows:
------------------------
The following information was received from an HTML form on the Bell
Canada Web Site.
The Date and Time of receipt was 2008-01-14 01:29:34.454
The URL from which the information was posted is:
portlets/personal/wireless/eforms/contactus/thankYou.jsp

First name : *********
Last name : ***********
E-mail address : *********j***********
Are you currently a Bell Mobility subscriber? : Yes
Account number : ************
Mobile number : **************
Daytime contact number : **************
Address : ******************
City : **********
Province : **
Postal code : ************
In a few words, enter your question or comment : CANCELLATION OF MY CELL
PHONE SERVICE - **************
Category : Comments and suggestions
Topic : Customer service
Additional comments : THIS IS REGARDING THE CANCELLATION OF MY CELL
PHONE SERVICE WITH BELL CANADA, I HAD COMPLETED MY 36 MONTH CONTRACT
WITH BELL ON DEC 11 2007 AND HAD CONTACTED YOUR CANCELLATION DEPARTMENT
WITH A ONE MONTH NOTICE ON DEC 10 2007 - 2:00 PM TO GET THE SERVICE
CANCELLED. I TALKED TO ONE OF YOUR EMPLOYEES MS ********* (EMP ID *********)
WHO ASSURED ME THAT THE CANCELLATION REQUEST HAS BEEN ACCEPTED AND MY
SERVICE WILL BE CANCELLED BY JAN 12 2008 - 12:00 PM AND THE FINAL BILL
WILL BE UPTO JAN 13TH, BUT UNFORTUNATELY YOUR COMPANY HAS NOT CANCELLED
THE SERIVCE AND IT IS STILL ACTIVE. TODAY BY 12:30 I TRIED TO TALK TO
ONE YOUR CUSTOMER SERVICE REPRESENTATIVES WHO WANTED TO TRANSFER ME TO
THE CANCELLATION DEPARTMENT AGAIN, AS I AM WORKING DURING THE DAY TIME I
AM NOT IN A POSITION TO BE PUT ON HOLD FOR 45 MINTS TO GET THIS DONE SO
I TOLD HER TO CALL ME BACK ON MY CELL PHONE AFTER TALKING TO THE
CANCELLATION DEPARTMENT. MY WORKING HOURS ARE BEYOND 6 IN THE EVENING I
WILL NOT BE ABLE TO CALL YOU AFTER WORK BECAUSE YOUR CUSTOMER SERVICE
CENTRE IS OPEN ONLY UPTO 6. I WOULD LIKE TO KNOW WHY THE SERVICE WAS
NOT
CANCELLED BY JAN 12TH AS ASSURED BY MS ********* AND WOULD LIKE TO GET THE
SERVICE CANCELLED AT THE EARLIEST, HOPING TO HEAR FROM YOU SOON AND IF
POSSIBLE PLEASE CONTACT ME ON MY CELL PHONE WITH ANY INFORMATION YOU
HAVE, IF I DONT GET A REPLY FROM YOU SOON I WILL FORCED TO FILE A
COMPLAINT WITH
Ministry of Government Services
Consumer Protection Branch:
5775 Yonge Street, Suite 1500
Toronto ON M7A 2E5
Fax: (416) 326-8665

AS I HAVE NO OTHER OPTION BEFORE ME.




On Jan 15, 2008 11:52 AM, mobility < wrote:

Ref.: **************

Dear Mr. ***********,

Thank you for your recent email.

My name is ********* and for your reference, my employee identification is
*********.

Upon full review of your email, I regret to learn that your request was
not completed as specified.

As per your request on December 10th, 2007, your mobile number
************** has been deactivated as of January 13th, 2008, which is your
bill cycle date.

Please note that your January invoice will reflect a full months charge
for the period beginning January 13th to February 12th, as this invoice
has already been issued. However, on your final invoice, dated February
13th, prorated credits from January 13th to February 12th will be
applied.

I would suggest that you wait until you receive the February invoice to
make your final payment. Rest assured that there will not be any late
payment fee billed to you.

I would like to thank you, Mr. ***********, for using Bell's website. I
hope to have addressed your points and welcome your response if you
require further clarification.

Additional information can be found at http://www.bell.ca" rel="nofollow">LINK and we can be
contacted again at http://www.bell.ca/contactus." rel="nofollow">LINK

Kind Regards,

********
Bell Mobility - Online Client Care



Original Message Follows:
------------------------

Hi ********,

Thanks for the email, and thanks for cancelling my service.

I tried to switch my number to a new service provider (under the new
CRTC guidelines for switching numbers in Canada) but they were unable to
transfer the number and they advised me that Bell has deactivated this
number,**********. As under the new CRTC guidelines I am eligible for

switching my number to a different service provider after completing
the
contract and after giving you sufficient notice which I have done, So I
request you to reactivate my number temporarily so that it can be
switched,

Please email me as to when this will be done or if you are not able to
help me with this pls explain in detail why this is not possible.

Hoping for an early reply

*********


On Jan 17, 2008 3:58 PM, mobility <mobility@bell.ca> wrote:

Ref.: **************

Dear Mr. ***********,

Thank you for your response.

My name is ******** and for your reference, my employee identification is
*********.

Upon full review of your email, I understand you are requesting to have
your account resume from cancellation. Since your account is currently
cancelled as per your request, if you wish to reactivate your account
there is a $20 service fee that applies to resume an account from
cancellation.

Please note once your account has been resume, another 30 day
deactivation request policy will still apply. You will be responsible
for your monthly charges for another 30 days from the time their
transfer occurs, plus any outstanding balances, unbilled usage such as
roaming charges, etc.

Please respond to this email and advise how you will like for me to
proceed.

I would like to thank you, Mr. ***********, for using Bell's website. I
hope to have addressed your points and welcome your response if you
require further clarification.

Additional information can be found at http://www.bell.ca" rel="nofollow">LINK and we can be
contacted again at http://www.bell.ca/contactus." rel="nofollow">LINK

Kind Regards,

***********
Bell Mobility - Online Client Care



Original Message Follows:
------------------------

Hi *********,

My request was only to reactivate the number for a a brief period of
time so that it can be transferred by the new service provider, I feel
that all this 20 $ service charge, 30 day deactivation policy and all
other conditions you are putting before my request is totally unfair, I
was a Bell customer for 3 years and had paid all the bills without any
delay during this period, and to put such conditions before me for such
a simple request is totally unfair, also when I first made the
cancellation request on DEC 10 2007 - 2:00 PM, the person who I talked
to MS ********* (EMP ID ********) had very clearly stated that I will be able
to transfer my number to a new service provider after the cancellation
(as all the conversations are recorded you will be able to review what
she told me if you listen to conversation I had with Ms *********.) As one
of your employees had given me a clear assurance that I will be able to
switch my number without any of these conditions (during my conversation
with Ms ********* all these conditions on your email were not mentioned) I
think Bell should stand by what one of your employees said to me
regarding the cancellation and switching of the numbers, instead of
putting big hurdles on getting this done.

I am again requesting you to reactivate the number for a short period of
time so that it can be switched to my new service provider without any
charges, and I think I am perfectly entitled to make this request under
the Canadian laws.

I request you to go through the taped conversation I had with Ms *********
before replying as it was clearly stated that I will be able to switch
my number without all these conditions. I hope that you will take a just
decision on my request.

If I don't get a fair decision on my request I will be forced to take
this issue to the Government authorities as a next step.

I once again request you to go through the conversation I had with Ms
********* and I don't think you will have any problem doing that as I have
given the time I had this conversation and the employee id of the person
I talked to.

*********




Ref.: **************

Dear Mr. ***********,

Thank you for your response.

My name is ******** and for your reference, my employee identification is
**********.

Upon further review of your email, I wish to clarify that your line must
remain active to transfer it to another company. As you chose to cancel
your account, the number cannot be transferred.

Please note that calls are recorded randomly and for quality assurance
only. Therefore I am unable to review your conversation with the
representative you previously mentioned.

For more information on the details of transferring numbers, please
refer to our website:

http://www.bell.ca/wirelessterms

Should you wish to reactivate your account, please contact our Client
Care department for assistance. You may reach a Client Care
representative by dialing 1-800-667-0123 from a landline telephone, or
*611 free from your mobile phone, during our business hours as follows:

- Monday to Friday 8:00am to 9:00pm
- Saturday 9:00am to 6:00pm

I would like to thank you, Mr. ***********, for using Bell's website. I
hope to have addressed your points and welcome your response if you
require further clarification.

Additional information can be found at http://www.bell.ca" rel="nofollow">LINK and we can be
contacted again at http://www.bell.ca/contactus." rel="nofollow">LINK

Kind Regards,

******* (***********)
Bell Mobility - Online Client Care

Rule # 1: of number portability: Do not approach the phone company you are already with but instead go to the company from whom you want to buy the services. They will do everything for you. There is no cancellation period requirement for number portability.

I moved my number from Rogers to Bell. I went to Bell store, picked the phone and plan that I liked. The number was transferred instantly. I did not contact Rogers.

Rule # 2: If you have not cancelled your service, then only number will be transferred.

Rule # 3. You can not transfer the number if your account is already suspended for non-payment.

CRTC guidelines for portability:
Wireless - Immediately to Wireless or to Land line
Landline - To Wireless (within 2hours of request)

Sorry to hear your story, but I don't think anybody is gonna read all ur emails posted here... , we got it from the first few sentences... make it short ..

Anyway, The most you can hope now is Bell will re-activate ur account without any fees, and knowing bell, thats almost nil...

Also read the previous reply and see where u went wrong...

If you wanted number ported, then atleast you shud have enquired how the process worked...

Thanks for replying to my posting, in fact I went to a Rogers store before I canceled my contract with Bell and was advised by them that I will have to provide Bell with a one month cancellation notice after completing the contract because if I had not done so then Bell would charge me a one month fee for switching the number. I wanted to avoid that.

Yes I should have done my homework before I tried to switch, but even when I called Bell for canceling the service they told me that I will be able to switch my number without any problem after the cancellation.

I am sorry I that my posting was a bit too long, will try to keep it brief in the future.

Quote:

---

Originally posted by keraldesi

Thanks for replying to my posting, in fact I went to a Rogers store before I canceled my contract with Bell and was advised by them that I will have to provide Bell with a one month cancellation notice after completing the contract because if I had not done so then Bell would charge me a one month fee for switching the number. I wanted to avoid that.

Yes I should have done my homework before I tried to switch, but even when I called Bell for canceling the service they told me that I will be able to switch my number without any problem after the cancellation.

I am sorry I that my posting was a bit too long, will try to keep it brief in the future.

---

I checked with only one store in downtown, they told me that if I switch without giving the one month cancellation notice then Bell would charge me a one month fee, so I called Bell and gave them the one month notice and asked them if I can switch my number after the cancellation comes into effect, the person I talked to told me very clearly that I will be able to switch without any problem, but in the end exactly the opposite happened.

If any one want to transfer his line into another network, he does't suppose to call care center.Any one can transfer his/her number with out one month cancellation notice but if there is notice in your account that you are cancelling your account then you can't get the same number(possible)

So you can go to dealer's store to transfer your number.