Change of Fido Number (Prepaid)

Points to Mention to the Customer

 For changes within the same local calling area
o There is a $35 charge.

 Account requires a balance greater than $35 before transaction. If

not, replenishment will be needed

 Even if changing number to a different NPA/LCA, $35

charge is still applied by the system but will be credited
automatically within 2 business days

 You will lose all messages, greeting message, voice signature and access code
on the Voicemail.

 You need to power your phone off/on to apply changes.

 It will be impossible to change back to your previous number.

 If you have the T9-1-1 service that allows deaf, hard of hearing and speech
impaired (DHHSI) customers to communicate with 9-1-1 operators via text
messaging in case of an emergency, it will take up to 48 hours before you can
use it again.

 For Port-in

o Your number and your account have to remain active with your old
service provider (OSP) until the port in is completed

o You will be able to check the status of the port request on fido.ca and in
the IVR

o Landline to Wireless transfers:

 If you have an alarm system connected to your landline, it must be

deactivated before the port in.

 If you are with a telephone Internet provider other than Bell

Ontario/Quebec/West (high speed or dial-up), your service will be
deactivated by your provider.

Before You Start this Procedure

 The customer has to contact Thunder Bay Telecommunications directly for all
807 area code changes.
o Example:

 416 to 807

 807 to 416
  807 to 807

 For CityFido Prepaid: Customer needs to change their airtime rate/plan if the
new NPA-NXX is not eligible for CityFido.

Procedure

Change CTN

Step Step Details

In SSP
1. 
2. Select CTN in MY SERVICES

DETAILS
3. Under Phone Number, click Details+ 
 If customer does not have sufficient
balance to cover the fee, a message
will indicate that a refill must be done
prior to the CTN change.

o Click Refill Your Account

o Choose Payment option

4. Click Change Phone Number
o Fill out required field

o Click Submit

o Go back to Step 3

5. Select radio button Search

Telephone number
 If searching for ‘Lucky Numbers’ is
requested, the phone numbers
presented in the search results will
6.Select Province and City contain as many Lucky Numbers as
possible. If no lucky numbers are
available, all other numbers are
presented
 Step Step Details
 List of 8 numbers can be chosen from.
7. Click Search To see more choices, click on Show
me 10 more
8. Select radio button beside chosen

CTN
 If customer wants to modify the new
9. Click Reserve Number
reserved number, click Start Over
10. Click Next
11. Review Order Details with customer 
12. Click VIEW/PRINT SERVICE
 Review CTN change fees if applicable
AGREEMENT
 Print two copies of Updated Service
13. Click printer icon.
Agreement.
14. Close the Updated Service

Agreement page.
15. Have the customer read over the
Service Agreement and sign both 
copies.
16. Sign and date both copies of the
Updated Service Agreement and file a 
copy in a secure area.
17.Click SUBMIT. 
 Located on top right side of
18. Click Save Order
confirmation page

Change CTN (Port-in)

Step Step Details

In SSP
1. Access account and identify customer 
2. Select CTN in MY SERVICES

DETAILS
3. Under Phone Number, click Details+ 
4. Click Port in a Number 
 Service provider details appears
5. Enter number customer wants to port o If number is not eligible for port,
in and click Check Eligibility advise customer.

6. Fill out Old Service Provider’s (OSP)  For port-in from Wireless to Wireless:
information
o Enter at least one of the
 Step Step Details
following information with the
port-in Due Date

o Account number

o Password/PIN

o ESN/IMEI of customer’s phone

 For port-in from a wireline, select one

of the following:

o No Reseller

o With Reseller

 Select reseller from

dropdown

 If reseller is not listed,

select Other and
populate with the
reseller name

 Fill out required fields

7. Click Next 
8. Review Order Details with customer 
 This will open the Updated Service
Agreement in an Acrobat page.
9. Click VIEW/PRINT SERVICE
AGREEMENT
 Review the Port Request Information
section
 Print two copies of Updated Service
10. Click printer icon.
Agreement.
11. Close the Updated Service
Agreement page.
12. Have the customer read over the
Service Agreement and sign both
copies.
 This is included in the POS audits.
13. Sign and date both copies of the
 See the Documents checklist for
Updated Service Agreement and file a
details regarding how long to keep the
copy in a secure area.
documents in your location and where
to send them.
14. Click Submit 
15. Click Save Order  Located on top right side of
Step Step Details
confirmation page