Number Portability complaint from Eurocall Ltd against Core ISP

25 February 2005

Complainant: Eurocall Limited
Complaint against: Core ISP Limited
Case opened: 1 October 2003
Case closed: 6 February 2004
Issue: Number Portability
Relevant instrument: General Condition 18 of the Conditions of Entitlement, which governs number portability.

In August 2003, Eurocall approached Core ISP with a request to port two non-geographic telephone numbers. Core ISP is a reseller of telephony services. The process that both Eurocall and Core ISP should follow is set out in the Industry agreed "Non-Geographic End-to-End Process Manual (Version 9 dated 1.1.03)"
(http://www.ofcom.org.uk/static/archive/oftel/ind_info/numbering/ngnp1199.htm).

Core ISP informed Eurocall that the request had been rejected on the grounds that Eurocall had failed to provide adequate proof that the end customer had requested the port. Shortly after Core ISP's refusal to authorise the request, Eurocall lodged a complaint with Oftel claiming that it had faxed a signed customer port request to Core ISP, but was unable to elicit a response.

Eurocall alleged that Core ISP was failing to meet its regulatory obligation under General Condition 18.

General Condition 18.1 places an obligation on Communications Providers to provide number portability as soon as it is reasonably practicable on reasonable terms, including charges, to any of its subscribers who so requests.

The Non-Geographic Number Portability End-to End Process Manual sets out the industry agreed rules for the provision of number portability. The "Reseller process" is set out in Chapter 11 of the Manual and details how the porting process works when there is a reseller in the retail chain.

During the course of the investigation, Eurocall submitted a further porting request to Core ISP which fully satisfied Core ISP's validation requirements. Core ISP has now transferred ownership of the numbers to Eurocall to enable the port to take place. Eurocall is in the process of porting the numbers to its chosen provider.

As the numbers are due to be ported shortly, Ofcom does not consider that any further action is necessary in this case.

Case Leader: Ian Vaughan (020 7783 4331
e-mail:
Ian.Vaughan@ofcom.org.uk)
Case Reference: CW/00694/09/03

Text published when the case was opened

Number Portability complaint from Eurocall Ltd against Core ISP

Complainant: Eurocall Ltd
Complaint against: Core ISP
Case opened: 1 October 2003
Issue: Number Portability
Relevant instrument: General Condition 18 of the Communications Act 2003

Eurocall believes that Core ISP is failing to meet its regulatory obligation to provide Number Portability on reasonable terms, particularly in relation to time scales. Eurocall has asked the Director to investigate this matter.

Oftel is currently considering this issue.

Case Leader: Ian Vaughan (e-mail: Ian.Vaughan@ofcom.org.uk)
Case Reference: CW/00694/09/03