Own Initiative investigation against Genesis Communications about number portability

08 August 2005

Complainant: Ofcom own-initiative investigation
Complaint against: Genesis Communications ("Genesis")
Case opened: 9 February 2005
Case closed: 5 August 2005
Issue: Number Portability
Relevant instrument: General Condition 18 of the Conditions of Entitlement, which governs number portability.

Ofcom received complaints from subscribers seeking to port their numbers from Genesis to an alternative provider. Ofcom received complaints about, amongst other things, Genesis' refusal to allow subscribers to 'buy-out' the remainder of the minimum term and port the numbers to an alternative provider.

Ofcom has considered the terms under which Genesis provide number portability and is satisfied that Genesis is now providing number portability as soon as it is reasonably practicable and on reasonable terms, including charges, to any of its subscribers who so requests.

All subscribers of Genesis now have the right to 'buy-out' the remainder of their contract, subject to the terms and conditions of their contract, and be issued with a Porting Authorisation Code ("PAC") to enable the numbers to be ported to an alternative provider.

Genesis has also amended its policy to enable subscribers to obtain their PAC prior to the end of their notice period. In accordance with the Mobile Number Portability Process Manual, customers will receive their PAC within 2 working days of receipt of the request (if less than 25 numbers) or within 10 working days (for more than 25 numbers). Genesis has also amended its policy so that it will no longer charge a £15 per mobile per month assumed call spend to consumers wishing to buy-out the remainder of their contract.

Ofcom has therefore closed this investigation.

Case Leader: Ian Vaughan (e-mail: ian.vaughan@ofcom.org.uk)
Case Reference: CW/00813/01/05

Text published when the case was opened

Own-initiative investigation against Genesis Communications about Number Portability

Complainant: Ofcom own-initiative investigation
Complaint against: Genesis Communications ("Genesis")
Case opened: 9 February 2005
Issue: Number Portability
Relevant instrument: General Condition 18 of the Conditions of Entitlement, which governs number portability.

Ofcom has received complaints from consumers seeking to port their numbers from Genesis to an alternative provider. One customer of Genesis was refused their Port Authorisation Code ("PAC") despite offering to pay the monthly subscription charges up to the end of the minimum contract period.

Ofcom has opened an investigation to determine whether Genesis is meeting its regulatory obligation to provide Number Portability as soon as it is reasonably practicable on reasonable terms, including charges, to any of its subscribers who so requests.

Ofcom has therefore opened an investigation into Genesis' compliance with General Condition 18.

Case Leader: Ian Vaughan (e-mail: Ian.Vaughan@ofcom.org.uk)
Case Reference: CW/00813/01/05