June 1995
       

QUESTIONS & ANSWERS FOR
800 NUMBER CUSTOMERS

The following information responds to the most frequently asked questions regarding the toll free 800 numbers. If you want to register a complaint against a particular carrier, or if you have a question that your carrier can't answer or that requires further investigation (as noted below), please fill out the form on the last page of this hand out. (Q) I didn't pay my bill and they shut off my 800 number. Now they tell me I can't get it back. What can I do? MCI has reported that some of its customers were accidentially disconnected and have had trouble getting service restored. MCI is working to correct this problem and will work with customers to try to restore service. If you are having trouble with this or a similar situation and have not been able to get your service restored, please use the last page of this handout to describe your situation so that we can investigate your situation and determine whether your number can be reclaimed. (Q) I switched carriers for my 800 number service and they dropped me and now I can't get my number back. What can I do? Some 800 number customers have reported problems encountered when switching carriers and have been told that they cannot get their previous 800 number back due to the new rules. We are working with the industry to resolve these problems. Please use the last page of this handout to describe your situation so that we can investigate your situation and determine whether your number can be reclaimed. (Q) My carrier told me I can't get an 800 number because of what the FCC did. Is that true? How can I get an 800 number? This is not true. If you hear this from your carrier, let them know you plan to call another company. Call other long distance companies and request 800 number service. There are 28,000 new 800 numbers available each week. Because these numbers are being allocated according to market share, your regular carriers should have a good supply of numbers, if they had been providing a lot of 800 number service. If you continue to be told that no new numbers are available, please use the last page of this hand out to describe your situation so that we can investigate these reports. (Q) Why did the FCC impose this freeze? When will it be lifted? The FCC has put in place a conservation plan to ensure that we don't run out of 800 numbers before the new toll free numbers, in area code 888, are ready. This temporary plan will be lifted as soon as we are assured that the existing supply of numbers will not run out before the new 888 numbers are available. Last year, the telephone industry projected that, given its current assignment rates of 30,000 new 800 numbers per week, the existing supply of toll free numbers would be exhausted in the fall of 1996. The industry decided to deploy a new toll free area code, 888, in April 1996. This spring, assignment rates for 800 service increased dramatically and the industry realized that the supply of 800 numbers could run out before the new 888 numbers were available. During the week of June 6, 1995, approximately 113,000 new 800 numbers were assigned. This left only 600,000 remaining numbers which, at a rate of 100,000 per week, would run out in July 1995. The industry asked the FCC to implement a plan to conserve the existing numbers until the new numbers were able to be deployed. In response, the Commission imposed this cap of 28,000 numbers per week, in keeping with the industry's January projections. Within this overall cap, new 800 numbers are allocated based on the market share of the 800 service providers. For example, those service providers who have been very active in the 800 number business get a larger share of the weekly allotment than those providers who do very little business in this area. This means that customers can go to their existing service provider, rather than trying to find a service providers with an extra number. The Commission is also working with the industry to identify ways to accelerate deployment of the 888 database and to take any other steps that might free up more numbers. For example, in response to allegations that some carriers are holding numbers without customers, the Commission will be auditing 800 number assignments. The Commission has also shortened the amount of time an 800 number is taken out of use after being "turned in" or shut off by an end user. The FCC will continue to work with the 800 service provider industry to conserve the existing 800 numbers and to ensure the efficient use of these resources. (Q) Why didn't the FCC act on this issue sooner? The telephone industry has run the 800 number process until now. The industry had projected that 800 numbers would last until well into next year and was preparing the new database for service in April 1996. When assignment rates for new 800 numbers increased, the industry realized 800 might run out before the new 888 numbers were available. At that point, the industry asked the FCC for help. The FCC stepped in to ensure efficient and fair use of these numbers. The good news is that we have not run out of 800 numbers and due to the FCC's intervention, there should be enough 800 number to last until the new numbers will be ready. And in the meantime, there are numbers available to people who need and want them. The industry can still assign almost 30,000 numbers each week -- the same weekly total that the industry based its plans upon last year.



COMMON CARRIER BUREAU
FEDERAL COMMUNICATIONS COMMISSION
2025 M Street, N.W.
Washington, D.C. 20554


800 NUMBER CUSTOMER INQUIRY FORM


    If you need additional help regarding your 800 number service, please 
    complete this form and return it to the address at the top of the page 
    or by fax to (202) 634-6625, to the attention of Anne Bisese.


Name:  ________________________________________________________

800 number(s):  _________________________________________________

Number where you can be reached: _________________________________

Company:  _____________________________________________________

800 number service provider:  _____________________________________

Complaint or inquiry (use additional paper if necessary, please type 
or print legibly):

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