Loss of access to your phone number
You may have problems keeping or using your phone number. This can happen if you lose the rights to use a number, your number is quarantined, or you were given an out of area number without being told about the costs or limitations.
TIPS
Tips for working with your provider
Contact your provider as soon as you realise there is a problem with your number
Ask if your number can be restored or reissued to you
If your number has been quarantined, ask why and what options are available
If you have an out of area number, ask about any call charges and whether the number can be transferred to another provider
Keep a record of any conversations, emails or messages about your number
OUR EXPECTATIONS
What we expect your provider to do
Help you keep or recover your number
If you previously held the rights to use a phone number, your provider should take reasonable steps to retrieve and reissue it where possible. If they cannot do this, they should explain why.
Explain number quarantine
If your number has been quarantined or is unavailable, your provider should clearly explain what this means and whether the number can be recovered.
Tell you about "out of area" numbers
If you are issued an out of area number, your provider should tell you that calls from local geographic numbers may be charged at non-local rates.
Explain transfer limits
Your provider should let you know if an out of area number may not be able to be transferred to another provider in the future.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
What we can help with
We may be able to help if:
You lost the rights to use your phone number
Your number has been quarantined and you cannot get clear information from your provider
Your provider will not explain why your number cannot be recovered
You were given an out of area number without being told about extra costs or transfer restrictions
How we've helped others
Read more about Masie's small business lost money when Pan Phones lost her number- Faults
- Customer service and sales
Masie's small business lost money when Pan Phones lost her number
A small business moved premises and their service provider didn't transfer their phone number to the new address.
Read more about Terry’s phone number went missing when he moved house- Customer service and sales
Terry’s phone number went missing when he moved house
A consumer was transferring his service from one provider to another, and lost his number in the process.
-
Read more about Masie's small business lost money when Pan Phones lost her number
- Faults
- Customer service and sales
Masie's small business lost money when Pan Phones lost her number
A small business moved premises and their service provider didn't transfer their phone number to the new address.
-
Read more about Terry’s phone number went missing when he moved house
- Customer service and sales
Terry’s phone number went missing when he moved house
A consumer was transferring his service from one provider to another, and lost his number in the process.