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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