A scam call can appear to come from an ordinary UK telephone number. That number may have been falsely displayed by a caller, but numbers that have genuinely been allocated for use can also be misused. The distinction matters because telecoms companies have responsibilities over numbers they hold and transfer to others.
On 24 September 2026, Ofcom announced investigations into Vonage Business Limited and Voxbone SA, which operates under the Bandwidth brand. The investigations concern whether the providers complied with requirements relating to the effective and efficient use of telephone numbers and the steps taken to oversee their use.
Why is Ofcom looking at these companies?
Ofcom allocates telephone numbers to telecoms providers, often in large blocks. A provider may then transfer use of those numbers to another business or individual. Ofcom’s rules require providers to take appropriate steps concerning how their customers use the numbers.
The regulator says it expects providers to carry out checks on business customers before giving them access to numbers, keep risks under review and respond proactively to reports of misuse. Its investigations will examine what happened in relation to the numbers held by each company and whether the relevant rules were followed.
The two investigations are separate. Opening an investigation does not establish that either company broke the rules or knowingly helped scammers. Ofcom says it will gather more information and publish updates in due course.
Number misuse and spoofing are different problems
Remember:
A number shown on your screen is not, by itself, proof of who is calling.
In some scams, a caller falsifies the number that appears on caller ID. This is known as number spoofing. In other circumstances, a number genuinely made available through the telecoms system may be used improperly. Ofcom’s new investigations focus on providers’ responsibilities concerning numbers allocated to them and transferred for use. They should not be read as a finding that every suspicious call from a displayed number came through either company.
That is why searching an unfamiliar number can be useful, but cannot verify a caller’s identity. Scammers can display a false number, and a genuine looking number does not make an unexpected request for money or personal details safe.
What will Ofcom decide?
Ofcom’s investigation notices identify rules covering the effective use of allocated telephone numbers and the steps a provider should take concerning customers who use them. In the Voxbone investigation, Ofcom specifically says it will look at matters such as monitoring and risk based due diligence.
The investigations form part of Ofcom’s wider enforcement programme on phone and text scams. That programme examines whether telecoms companies follow numbering requirements and relevant industry guidance. Ofcom has not announced an outcome or a timetable for the two new cases.
What should you do if a call seems suspicious?
If someone calls unexpectedly and asks for money, passwords, a PIN or personal information, end the call. Contact the organisation yourself using a number from its official website, a statement or the back of your bank card. Do not rely on the number displayed on your phone or a number the caller gives you.
You can report a suspected scam call to Report Fraud or, in Scotland, to Police Scotland. Forward suspicious texts to 7726 so your mobile provider can investigate. If you have sent money or shared banking details, contact your bank immediately.
The investigations may eventually tell us more about how numbers reached the people using them and whether the providers met their obligations. For consumers receiving calls now, the safest check remains an independent call back to the organisation supposedly contacting you.