Billing, plans and account
Is there a contract, and how do I cancel or move my number out?
The term that applies to your account, and the notice needed to cancel, are written into the terms you confirm before activation, so there is nothing hidden to discover later. Your business phone numbers remain yours. If you decide to leave, you port them to your new provider the same way you ported them in, and 3CTel releases them once the new carrier submits the request.
Where your term is stated
3CTel does not describe contract terms on this site because they are confirmed with each customer in writing. Your quote and the accompanying terms state the length of any commitment, the notice period for cancellation, and how devices you purchased are treated. Read those before you activate; if anything is unclear, ask your specialist to explain it in plain language.
If your circumstances change, for example you merge with another company or close a location, tell your specialist early. Options are easier to arrange before a renewal date than after it.
Moving your numbers to another provider
Number portability in Canada works in both directions. To move a number away from 3CTel, you sign a port request with your new provider. That provider sends the request to 3CTel, which validates the account details and releases the number on the agreed date.
- Do not cancel your 3CTel account before the port completes. A cancelled account can cause the losing carrier to reject the port, and the number may then be unavailable.
- Give your new provider the exact business name, service address and account number as they appear on your 3CTel invoice so the request is not rejected for a mismatch.
- Port every number you intend to keep, including fax and toll-free numbers, in the same request or in coordinated requests.
- Once the port completes, confirm the numbers are gone from your 3CTel account before you close it.
What happens to your data
Before the account closes, download any voicemails, call recordings, fax logs and text conversations you need to keep. Once an account is closed that content is no longer accessible. Your specialist can tell you what can be exported and how long you have.
Any fees that apply when a term ends early, or when a purchased device is returned, are the ones stated in your written terms. Nothing is added that was not agreed before activation.
Related questions.
Do I lose my number if I cancel?
Not if you port it first. Keep the 3CTel account open until your new provider confirms the port is complete, then close it. A number on a closed account cannot be ported and may be released back to the numbering pool.
How much notice do I need to give?
The notice period is in the terms you confirmed before activation. Most customers find it in the same document as the quote. If you cannot locate it, your specialist can send a copy.
Can I reduce users instead of cancelling?
Yes. Removing users, numbers or features reduces the recurring charge, and the new amount is confirmed in writing. Scaling down is often the better choice for a business that is shrinking rather than closing.
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