We previously used a company called Numbergroup as a wholesale number provider, who supplied us with over 3,000 telephone numbers for end users like yourselves. Numbergroup cancelled our account at 5.01pm on Thursday 7th December 2017, with no warning, ceasing service on around 3,000 end users telephone numbers. This means that we are no longer receiving calls for your number, the telephone numbers and calls currently go straight to Numbergroup.
Why did this happen?
The excuse given for this was reported fraudulent use on a handful of our accounts. As we explained in previous emails, these small amount of fraudulent customers (less than 5) were dealt with immediately and we did everything required. This action meant that thousands of end users immediately lost use of their numbers. Callers to the numbers were greeted with a recorded message set by Numbergroup offering the number for sale and advertising Numbergroups services.
Here are your options
We have been working hard to make sure that you are left with options. It is not our intention that you should be without service, and we would prefer to be clear about your options and how we can help you.
Number porting - port your number back to our network.
Replace with a new NumberPeople number
Contact Numbergroup
Complain to Ofcom
EXISTING CUSTOMERS WHO EITHER PORT THEIR NUMBER BACK TO US OR TAKE OUT A NEW NUMBER WITH US WILL RECEIVE 2 MONTHS FREE UNLIMITED CALLS TO UK DESTINATIONS.
Number porting
To start the number porting process please click here.
Replace with a new number - We now have our own Ofcom number ranges
Recent events have highlighted the major reason why a provider of our size should have their own number ranges with Ofcom, and this is something that we have spent the best part of the past 8 months preparing.
We will of course exchange any Numbergroup numbers free of charge for our own numbers, and if you need a number to forward calls to from Numbergroup then just let us know by completing the following form.Click here to request a new replacement number, and get 2 months free unlimited call forwarding.
Contact Numbergroup
Since Numbergroup stopped sending your calls to us, they are technically in control of your number at this time.
As a telecoms provider they have a duty of care to ensure that end users like yourself are not left without service. Failing to provide service would be in breach of Ofcom regulations. In this case you are free to contact Numbergroup directly on 0800 3101010 and ask them to do one of the following-
- Port your number away to another provider.
- Place a divert on your number (we can provide a replacement number free of charge to divert calls back in to your account plus we will give you 2 months unlimited call forwarding to UK destinations)
- Stay with Numbergroup (they charge 10p connection fee for each and every call forwarded plus their normal call rate)
Complain to Ofcom
Numbergroup disconnected the telephone numbers of thousands of end users without notice, and are obstructive in allowing us to get these numbers back. We have communicated our position with Ofcom, who are looking in to the situation.
Ofcom have a duty of care to protect end users like yourselves, especially if there is commercial loss or hardship involved. The extent of their intervention appears to be limited by the seriousness of the issue, and the amount of people who complain, but experiencing a loss of service is serious, and Ofcom need to know about it.
As an end user it is your right to speak to Ofcom directly to tell them how this has affected you. Ofcoms’ email address for complaints is contact@ofcom.org.uk
