Ofcom investigate Xtra Phones UK over possible misuse of phone numbers

The UK telecoms regulator has today opened a new investigation into communications provider Xtra Phones UK, which will assess whether the company has failed in its duty to ensure that phone numbers allocated to it are not being misused, including to perpetrate scams.

The company concerned this time, Xtra Phones UK, is a UK-based business telecommunications broker and trading company, which operates Compare The Networks from Shrewsbury in Shropshire (England). Ofcom’s related investigation highlights several potential breaches of their rules that will be investigated and expresses concern that the company may have “persistently misused an electronic communications network or services“.

The probe is taking place under the regulator’s existing enforcement programme, which was setup in 2024 to ensure that UK telephone and text companies were using phone numbers efficiently and effectively. This formed a complementary part of their effort to strengthen existing rules against the use of “fake phone numbers” and “spoofed calls“ etc.

Ofcom typically allocates telephone numbers, usually in large blocks, to telecoms firms, which can then transfer those numbers to individuals or other businesses as their customers. Crucially, the regulator requires telecoms companies to take measures to ensure the numbers they give out aren’t being abused, such as to facilitate scams.

Ofcom Statement

Misuse can be considered “persistent” where it is repeated enough for it to be clear that it represents a pattern of behaviour or practice, or recklessness about whether others suffer annoyance, inconvenience or anxiety.

This investigation will seek to establish the facts surrounding this matter and examine whether there are reasonable grounds to believe that Xtra Phones has failed to comply with the above GCs and whether it has persistently misused an electronic communications network or services.

We will gather further information and publish an update to our investigation in due course.

The development was announced on the same day that Ofcom fined another telecoms operator, Tismi, some £437,500 for failing to prevent misuse of its phone numbers by scammers (here). This is unlikely to have been an accident and could be seen as the regulator warning both Xtra Phones UK and the market about what can happen if providers don’t follow the rules.