Telecom - Staff Letter addressed to Hyunsuk Kwon (Connex Global Communications, Inc.)
Gatineau, 19 November 2025
Reference: 8000-C12-202306414
BY EMAIL
Hyunsuk Kwon
Vice President, Regulatory and Government Affairs
Connex Global Communications, Inc.
658 Seymour Street
Vancouver BC, V6B 3K4
regulatory@gophonebox.com
Subject: PhoneBox Phone Number Transfer Procedure – Request for Information
The Commission has established various measures to simplify the process for customers who wish to change receive telecommunications and/or broadcasting services providers.
Commission staff was recently made aware of an incident in which a customer of Connex Global Communications Inc., operating as PhoneBox (PhoneBox), encountered difficulties when attempting to port their wireless number to another wireless service provider.
Commission staff is concerned that elements of PhoneBox’s phone number transfer procedure, as outlined in its phone number transfer guide (the Procedure, attached to this letter), may not align with Commission requirements. Specifically:
- The Procedure states that “Customers should not request port out before submitting the request to PhoneBox.” This appears to be inconsistent with Broadcasting and Telecom Regulatory Policy CRTC 2011-191 – The customer transfer process and related competitive issues, in which the Commission confirmed that a customer’s new service provider may handle the transfer of services on the customer’s behalf. The policy also requires carriers to include in their contracts a condition that they must honour transfer and cancellation requests submitted by a customer’s new provider.
- The Procedure instructs customers to clear out any outstanding balance before a transfer can occur. This appears to be contrary to Telecom Decision CRTC 2006-28– Regulatory issues related to the implementation of wireless number portability - Follow-up to Public Notice 2006-3, in which the Commission determined that a porting request may only be denied if the telephone number was not working, at the time of the request, due to a company-initiated suspension or a customer or company-initiated termination.
- The procedure indicates that the number transfer process may take up to two business days and is not available during weekends. This appears to be inconsistent with Telecom Decision CRTC 2005-72 – Implementation of wireless number portability, in which the Commission set timelines for number porting: Simple intermodal ports (between wireless and wireline services) must be completed within two business days, while simple wireless-to-wireless ports must be completed within 2.5 business hours.
Request for information
In light of the above, Commission staff is seeking additional information from PhoneBox regarding certain aspects of its phone number transfer procedure:
PhoneBox is requested to explain whether and how its phone number transfer process complies with Commission determinations, including those set out in Telecom Decisions CRTC 2005-72 and 2006-28 and Broadcasting and Telecom Regulatory Policy CRTC 2011-191.
PhoneBox is to provide all relevant details, supporting rational, and copies of relevant documentation (for example, service agreements between PhoneBox and its underlying carrier(s)) to enable Commission staff to fully understand PhoneBox’s current procedures and assess whether they comply with Commission directives.
Procedure
PhoneBox is requested to file this information with the Commission no later than
3 December 2025.
Where a document is to be filed or served by a specific date, the document must be received, not merely sent, by that date. Additionally, all submissions to the Commission must refer to the file number noted above, and must be addressed to the Secretary General. Documents filed with the Commission electronically must be submitted using the secured service “My CRTC Account” (Partner Log In or GCKey) and filling the “Telecom Cover Page”. To obtain a My CRTC Account, call 1-866-393-0932 between the hours of 7 AM and 5 PM (Easter Time) to obtain an activation code and a GC Key (GCKey allows you to securely conduct online business with the CRTC, as well as with various other government programs and services). The above-referenced telephone number is also the number to call to obtain any required support when filing documents with the CRTC. Submitting applications and other documents to the CRTC using My CRTC Account | CRTC contains instructions on how to obtain a My CRTC Account.
Commission staff expects PhoneBox to disclose as much information as possible on the public record to ensure a definitive understanding of the matter.
This letter and any subsequent correspondence will be placed on the Commission’s website. As set out in section 39 of the Telecommunications Act and in Procedures for filing confidential information and requesting its disclosure in Commission proceedings,Broadcasting and Telecom Information Bulletin CRTC 2010-961, 23 December 2010, PhoneBox may designate certain information as confidential, though it must provide a detailed explanation on why the designated information is confidential, and why its disclosure would not be in the public interest, including why the specific direct harm that would be likely to result from the disclosure would outweigh the public interest in disclosure. Furthermore, should PhoneBox designate information as confidential, it must either file an abridged version of the document omitting only the information designated as confidential or provide reasons why an abridged version cannot be filed.
Sincerely,
Original signed by
Suneil Kanjeekal
Director, Dispute Resolution & Regulatory Implementations
Telecommunications
c.c.: Etienne Robelin, CRTC, etienne.robelin@crtc.gc.ca
Attach.: PhoneBox Phone Number Transfer Guide (upon request only)
- Date modified: