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Mobile Support

How to protect a cell number associated with your account from fraudulent ports

The phone number transfer process: an additional security measure to protect a mobile number associated with your account.

What does porting your number mean?

Porting enables a user to change mobile service providers while keeping their current phone number.

Some fraudsters take advantage of the porting process to steal a phone number and get a hold of some of the user’s personal information.

Porting procedure from another service provider to Videotron Business

When porting a phone number from a given service provider to Videotron Business, an additional security check is required to confirm the transfer.

Here’s the security procedure:

  1. Upon subscription to a Videotron Business Mobile plan, you must ask to keep the plan user’s current phone number.
  2. Videotron Business requests the number transfer from the old provider.
  3. The old provider then sends a number transfer confirmation request by text.
  4. The transfer request must be confirmed within 90 minutes of receiving this text.
  5. Once the port request is confirmed, the line will be ready for activation on the transferred number.

Good to know

Before starting the process, check that the contact information (phone number and email) at the old provider is up to date to make ensure reception of the transfer confirmation request.

Porting procedure from Videotron Business to a new service provider

When porting a phone number from Videotron Business to a new service provider, an additional security check is required to confirm the transfer.

Here’s the security procedure:

  1. Upon subscription to a Mobile plan with a new service provider, you (or the number’s user) must ask to keep the current phone number.
  2. This new provider requests the number transfer from Videotron Business.
  3. Videotron Business then sends a number transfer confirmation request by text.
  4. The transfer request must be confirmed within 90 minutes of receiving this text.
  5. If the answer is YES to confirm the porting request, Videotron Business will send a receipt confirmation, and the line will be ready for activation on the transferred number.
  6. If the answer is NO, Videotron Business will invite the user to contact the new provider for more information.

Good to know

Before starting the process, check that the contact information (phone number and email) at Videotron Business is up to date to ensure reception of the transfer confirmation request.

FAQ about porting

Why should you comply with this mandatory procedure?

Some mobile service providers choose this additional security check to help avoid fraudulent number transfers. 

For more information, please contact us.

Can’t receive text messages or have another problem?

From a provider to Videotron Business
In the event that messages cannot be received on the device belonging to the user of the number being transferred (for example, if it’s been damaged, lost, or stolen) call the former provider or visit a store for assistance on approving the number’s transfer.

From Videotron Business to a new provider
In the event that messages cannot be received on the device belonging to the user of the number being transferred (for example, if it’s been damaged, lost, or stolen), if you, or the user, have special needs, or if you are having a home line number transferred, the porting request by text can be bypassed. Call our Customer Service before making the porting request. The new provider should have provided instructions about this.

Didn’t get the transfer confirmation request for your number?

From a provider to Videotron Business
Ensure the contact information is up to date with the former provider by contacting them or by logging on to the online account.

If the request has expired or was refused by mistake, contact our Customer Service department to send a new phone number transfer request.

From Videotron Business to a new provider
Ensure that the contact information is up to date with Videotron Business by logging in to the Customer Centre.

Contact the new provider to send a new phone number transfer request.

Has the transfer confirmation request expired?

The transfer request must be confirmed within 90 minutes of receiving the request. No time to waste. Once this deadline expires, a phone number transfer can be requested again by contacting:

  • Customer Service department if to switch from another provider to Videotron Business 
  • The new service provider to switch from Videotron Business to this one 
What to do in the case of error

From a provider to Videotron Business
If a porting request was mistakenly accepted, contact our Customer Service as soon as possible to stop the transfer process.

If it’s a phone number error, the request will be restarted with the correct number.

From Videotron Business to a new provider
If a porting request was mistakenly accepted, contact the new provider as soon as possible to stop the transfer process.

If it’s a phone number error, the request will be restarted with the correct number.

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Soutien Affaires > Mobile Support > Fraudulent ports