FAQs Fido

I don’t have a SIM or eSIM. What do I do?

eSIM: Learn more about how to get and activate an eSIM.

Physical SIM: If you ordered a physical SIM card, it should arrive by courier. We can only ship physical SIM cards to Canadian addresses.

My transfer hasn’t completed yet. Was it cancelled?

The transfer will be cancelled if:

• You reject the request by replying No. If you still wish to transfer your number, resubmit the request.
• You fail to respond to the text message within 90 minutes.  Resubmit your request and we’ll send you a new text message. Respond to it within 90 minutes or receiving the message to complete your transfer. Didn’t receive a text message? Contact the validation team of your other service provider for help then resubmit your request. 
• The phone number you’re trying to transfer is not active. You’ll need to contact your other service provider to reactivate your service and then resubmit your transfer request.

Your transfer may be delayed if the information you provided is incorrect or not valid. We’ll send you a text message asking you to connect with us to update your information.

You must have your previous carrier’s SIM card in your phone to get the text message.

Do I have to pay a fee to transfer my number?

No, there’s absolutely no charge to transfer your number over to Fido. But, you’re responsible for any contractual obligations, including payment of any early cancellation fees or outstanding balance to your current provider (if applicable).

Can I keep my phone number if I move to a different city?

It’s possible to transfer your number outside your original local calling area. It’s important to be aware that all outgoing and incoming calls outside your former local calling area will be considered long distance. All applicable long distance charges will apply.

What if I need to do a landline-to-wireless transfer?

• Landline-to-Wireless transfers may take longer depending on the complexity of the number transfer from your current provider. 
• If you have an alarm system connected to your landline, you must deactivate it before the transfer.
• If you’re with an internet service provider that connected you to the internet through the telephone line, your previous provider will deactivate this service.

Will my existing Fido voicemail reset during the number transfer process?

• Your voicemail service will reset once your transfer is complete. This means that you won’t have access to any saved voicemails. It’s best to retrieve all your messages before starting a transfer request.

If you set up your Fido voicemail (i.e. recorded a greeting) before your number was transferred, you’ll need to set it up again after the number is transferred.

Updated on: 21/11/2025