That sounds ridiculous. Sure, they're busy, but porting should be a seamless process if the proper account information is entered on the new provider activation during the process.
The MOST important thing is to ensure both services remain active, you respond "YES" to the port authorization text leaving your old provider SIM card in, and then you put the new provider SIM card in your device.
Sometimes a reboot or resetting of network connections or selecting KOODO as the provider helps establish the connection.
I will private message you the number to help with porting. Normally, this is provided when porting here, however since within the TELUS group, surely to goodness they can make this happen.
To check your private messages, look at the envelope icon between your avatar and the bell icon on the upper right.