Getting a business phone number in Canada, and keeping the one you have

What are my options for a business number?

Most small businesses choose one of these:

• Keep the number you already have. If customers already call your cell or an existing line, keeping it means nothing to reprint and no calls lost.
• Get a new local number in your area code, so the business line is separate from your personal phone.
• Get a toll-free number for customers calling from across the country, often alongside a local number.

Whichever you pick, the number can ring on a desk phone, an app on your cell, or a service that answers for you when you can’t.

Can I keep my existing number when I switch?

In most cases, yes. The CRTC, Canada’s telecom regulator, lists these transfers as ones where you can keep your number:

• landline to landline
• landline to mobile
• mobile to landline
• mobile to mobile

This works when your new provider does the transfer and your existing service is still active.

When might I need a new number?

The CRTC lists some cases where you might need a new number:

• you move to a different province or “local calling area”;
• you move from an internet phone service (VoIP) to a landline or mobile, or from a landline or mobile to VoIP.

And one case where you will definitely need a new number: you cancelled your old service before your new provider started the transfer.

“Might” means it depends on the providers involved. Before you sign up with anyone, ask them directly: “Can you port my number, and is my area covered?”

How do I switch without losing my number?

1. Don’t cancel your current service. This is the step the CRTC stresses most.
2. Tell your new provider you want to keep your number. They handle the transfer, and cancel the old service for you once it is done. You don’t even need to call your old provider.
3. Settle any money owed to your old provider. If you have a contract, cancellation fees may apply; the CRTC’s page explains how mobile cancellation fees are limited.

You don’t need to give 30 days’ notice to cancel phone, mobile, internet or TV service.

How long does the transfer take?

According to the CRTC, moving a mobile number can take a few hours, and landline-to-mobile or mobile-to-landline typically takes up to 2 business days. You may have a short disruption while it happens, including to 9-1-1 service, so keep another phone handy that day.

What should I know about internet (VoIP) numbers?

Many business phone services, including app-based and virtual numbers, are VoIP: the calls travel over the internet. They work well for most businesses, with two things to know:

• Moving the number: as above, transfers between VoIP and other kinds of service may not always be possible. Ask before you commit.
• 9-1-1: the CRTC requires local VoIP providers to tell customers about the limits of their 9-1-1 service. Our article on VoIP and 9-1-1 explains what that means for your business.

What happens to the calls I can’t answer?

A dedicated business number is also the moment to decide what happens when you’re busy: voicemail, a text back to the caller, or a receptionist who answers for you. If you want to see what missed calls may cost your business, try our missed-call cost calculator. It uses only your own numbers.