bit-tech.net

Mobile directory downed by demand

Published on 13th July 2009 by Gareth Halfacree

The 118800 service has been taken temporarily offline as the company struggles to deal with delisting requests.

A controversial directory of mobile 'phone numbers has crashed after being overwhelmed by requests for ex-directory status.

The site, 118800.co.uk, promised to bring directory enquiry services that have long been available for landline numbers to mobile 'phones: simply ring the number and give a name and address in order to get a direct line to the person you'd like to talk to.

As there is currently no central database of mobile numbers – unlike landlines – the company purchased marketing lists with up to 16 million mobile numbers in order to add them to their database. This en-mass adding of numbers raised a not-inconsiderable outpouring of privacy concerns from mobile users across the country.

Not wanting to get into hot water over privacy issues, the company offered a way for anyone who didn't wish to be listed on the service to opt-out: a simple form on their website which sent a code via text message to confirm the de-listing request.

Sadly for 118800, that's where it all appears to have gone wrong: according to V3.co.uk the number of requests to be delisted were so numerous that the site has been knocked offline due to demand.

Visitors to the site are currently presented with a message saying that the “service [is] suspended while we make improvements.”

The company is keen to re-assure users that “all ex-directory requests made by people in our directory are being processed” and that “there will be no need to resend these requests.” Furthermore, while the site is currently not taking any additional requests for delisting – and nor will the company accept requests via text or voice – 118800 promises to “take further ex-directory requests when the service resumes.”

Is 118800 skating on thin ice by offering mobile 'phone directory services, or does the company simply need to beef up its infrastructure to ensure that delisting requests are dealt with rapidly? Share your thoughts over in the forums.

28 Comments

Discuss in the forums Reply

ChaosDefinesOrder 13th July 2009, 12:48

Surely this is a good indication that people don't want this service?

Sure there's a central database for landline numbers, but when people take a landline, they have the option there and then to go ex-directory (I did when setting up my current landline a year ago) whereas this 118800 service is a "silent" opt-out where the person has to actively seek out the means to remove themselves.

I'm also sceptical of this "sending a text to confirm" - is this text free? Is it standard network charge? If it's a 6xxxx number, is it included in free text allowances? Is it a premium rate text line at £1 per text etc? absolutely stinks if it's one of those - make money from people removing themselves from something they didn't want to be on in the first place. Bad show.

Syphon Filter 13th July 2009, 12:49

I think all "directory" services like this should be made illegal, as should the ability to buy/sell "client lists" from other companies etc.

A service like this should be "opt in" rather than "opt out".

NiHiLiST 13th July 2009, 12:53

Should the delisting requests not be automated? Reminds me of the email unsubscription pages that tell you it will take up to a week to process your unsubscription request.

Paradigm Shifter 13th July 2009, 13:05

I've been trying to delist my mobile number (and other family members numbers) for several days now, and that site has been like that for at least 96 hours. To say I'm pissed is putting it mildly. They should have had networks send a 'do you want to be on this listing' service message to everyone with a mobile phone.

But then, I never saw the point in farming out directory enquiries in the first place.

Syphon Filter 13th July 2009, 13:07

Quote:

Originally Posted by Paradigm Shifter

But then, I never saw the point in farming out directory enquiries in the first place.

I think the governments big idea was to prevent a monopoly (which is what you could have called the old 192 service).

Paradigm Shifter 13th July 2009, 13:21

Quote:

Originally Posted by

That is all well and good, but there are a few situations where a monopoly is a good thing, as it provides uniformity. For example, the 'demonopolisation' of the Royal Mail (as opposed to the privatisation of the Royal Mail) causes a lot of problems. Their 'competitors' collect mail, sort it... and then give it to the Royal Mail! Who ships it to the next place, and hands it back to their competitor, who then delivers it. So... how is that removing a monopoly? It isn't, it's simply adding extra potential points of failure.

While obviously a directory enquiries service can't be directly compared to that, I knew what 192 was. All these new directory enquiries services bombard everywhere with advertising to try to get a 'leg up' on their competitors... frankly, I'd rather they put the money into improving the service.

Anyway, I will continue to try to get on that site to delist... if it costs money to do so I will be contacting Citizen's Advice to ask whether it is legal or not, as it didn't cost money to be ex-directory when I sorted out my landline.

billysielu 13th July 2009, 13:23

This site should be illegal, it's a breach of privacy.

Delphium 13th July 2009, 13:24

Quote:

Originally Posted by ChaosDefinesOrder
Surely this is a good indication that people don't want this service?

Sure there's a central database for landline numbers, but when people take a landline, they have the option there and then to go ex-directory (I did when setting up my current landline a year ago) whereas this 118800 service is a "silent" opt-out where the person has to actively seek out the means to remove themselves.

I'm also sceptical of this "sending a text to confirm" - is this text free? Is it standard network charge? If it's a 6xxxx number, is it included in free text allowances? Is it a premium rate text line at £1 per text etc? absolutely stinks if it's one of those - make money from people removing themselves from something they didn't want to be on in the first place. Bad show.

My sentiments exactly, does anyone happen to know if this text costs anything??

EDIT: Having just spoken to Vodafone and discovering that the number in which you have to text back to is 118800.
This number (or rather the price in which to send to this number) has not been declared with Vodafone so would be charged at no lower than standard rate, but very likely it would be at a premium rate, there is also the possability of this service charging you to recvieve a text msg from them.

EDIT2: Text the letter 'E' to 118800 from the mobile phone you want to be made ex-directory. Standard network charges apply.

So it would look like we have to pay to opt-out..... *most displeased!!

kenco_uk 13th July 2009, 13:40

As soon as it goes live again, I'm delisting.

What a ****ing liberty.

Spiny 13th July 2009, 13:43

Good, I hope they go down the crapper

Mankz 13th July 2009, 13:48

Im already off the list ;)

B1GBUD 13th July 2009, 14:41

So much for civil liberties.... I feel like my ass has been invaded by a barge pole

Syphon Filter 13th July 2009, 14:42

Quote:

Originally Posted by Paradigm Shifter
Quote:
Originally Posted by
That is all well and good, but there are a few situations where a monopoly is a good thing, as it provides uniformity.

I totally agree. I was just saying that was probably the thinking behind the abandonment of the old 192 service in favour of the new 118xxx services.

Joe118800 13th July 2009, 15:21

Hello, Joe from 118800.co.uk here.

Just to reassure you that well never actually give out anyones personal details. When you search on 118800.co.uk, well send an SMS message to the person youre looking for, giving them your contacts details and it is then up to you if you wish to call them back or not.

Our service on 118 800 and 118800.co.uk was being tested in June. There are now developments we want to make to improve the service for our customers. But due to the high levels of enquiries we are getting, we are simply not able to complete the technical work required whilst the service is live. We are sorry for inconvenience and will be up and running again as soon as possible.

If you have any questions or concerns, please contact us on contact@118800.co.uk

Thanks,

Joe
118800.co.uk

Matticus 13th July 2009, 15:24

Quote:

Originally Posted by Joe118800
Hello, Joe from 118800.co.uk here.

Just to reassure you that well never actually give out anyones personal details. When you search on 118800.co.uk, well send an SMS message to the person youre looking for, giving them your contacts details and it is then up to you if you wish to call them back or not.

Our service on 118 800 and 118800.co.uk was being tested in June. There are now developments we want to make to improve the service for our customers. But due to the high levels of enquiries we are getting, we are simply not able to complete the technical work required whilst the service is live. We are sorry for inconvenience and will be up and running again as soon as possible.

If you have any questions or concerns, please contact us on contact@118800.co.uk

Thanks,

Joe
118800.co.uk

Oh.

Did not know that. Will probably still remove my number(s). If I have a payg and a contract mobile both in my name, what will happen when someone searches for me?

DXR_13KE 13th July 2009, 16:39

R7gpnvcGIT8

Dreaming 13th July 2009, 16:49

especially dangerous as with just your phone number they can sign you up to premium services can't they? so all it takes is one scam artist running one of these 'joke' things to start sending you texts costing £5 a week or something. do it for a month on a couple of thousand unsuspecting victims, make a killing, and bail to spain with your ill-gotten gains.

kenco_uk 13th July 2009, 16:54

Quote:

Originally Posted by Dreaming
especially dangerous as with just your phone number they can sign you up to premium services can't they? so all it takes is one scam artist running one of these 'joke' things to start sending you texts costing £5 a week or something. do it for a month on a couple of thousand unsuspecting victims, make a killing, and bail to spain with your ill-gotten gains.

I would hope there's protection in place for that kind of thing. I'd imagine someone's thought of it.

Hopefully.

Maybe I'm being pessimistic, but I reckon there's enough server bandwidth to cope with the demands of people wanting to take their number(s) off the database, it's just that 118800 have to have the database online for so many days to earn them enough money/pay back shareholders/other money making scheme. Bleh.

ChaosDefinesOrder 13th July 2009, 17:49

Quote:

Originally Posted by Dreaming
especially dangerous as with just your phone number they can sign you up to premium services can't they? so all it takes is one scam artist running one of these 'joke' things to start sending you texts costing £5 a week or something. do it for a month on a couple of thousand unsuspecting victims, make a killing, and bail to spain with your ill-gotten gains.

the person accessing the service never sees your number - if you call 118800, they transfer your call directly to the person (so you never see number) and if you use the website they text the "target" with your number and the "target" decides whether to call back or not. Unless the "target" in the latter scenario calls back without knowing the person and happens to be calling back a scam artist, the "target" number is never shown to the caller until/unless authorised by the target.

I think the system for "accessing" the numbers itself is spot on, however the obtaining of the numbers in the first place and the silent opt-out is absolutely abhorrent and they should be ashamed of themselves. The only thing they can do now to redeem themselves is to completely wipe their database and use the media frenzy to their benefit and raise awareness of the service as a brand new OPT-IN ONLY system!

Turbotab 13th July 2009, 18:00

I'm on the list:~ What I want to known is how my mobile number ended up on their database, I never give out my number, nor have I ever given permission (ticky box etc) for my number to be used for 'marketing purposes'. This ultimately means that one of the phone companies I have used, has sold my data without my express consent, though I'm sure that in their nebulous contractual legalese, they have covered themselves.

iggy 13th July 2009, 18:20

just by having these details to begin with, without consent, is a breach of the data protection act anyway. why is this site still up?

frontline 13th July 2009, 18:39

There are all sorts of data protection loopholes if a company legally 'acquires' a database of information. Probably the only legal requirement is that they give you the option to 'opt out' rather than 'opt in'.

Syphon Filter 13th July 2009, 19:03

Quote:

Originally Posted by frontline
There are all sorts of data protection loopholes if a company legally 'acquires' a database of information. Probably the only legal requirement is that they give you the option to 'opt out' rather than 'opt in'.

Which is ****ing bullshit if you ask me. These sorts of services should always be "opt-in".

M7ck 14th July 2009, 15:10

Surely it is illegal for this site to be up and running. This is a joke and a blatant disregard for privacy rights.

VirgilioAnderson 15th July 2009, 13:16

Joe from 118 800:

Your own CEO admitted on the BBC's Working Lunch 14/7 that this data was made live on the Internet without proper testing. How can the public feel assured that proper security measures have been taken to prevent any hacking into your servers, which contain thousands of confidential records from people who don't want to be on your database?

Virgilio Anderson

Paradigm Shifter 15th July 2009, 13:28

The service is still buggered.

If this is a launch supposed to inspire confidence than 118800 can do anything right... they're failing badly. Joe from 118800 - you need to get the method of delisting back working pronto.

joe 118800 31st July 2009, 16:06

Hi Joe from 118800.co.uk again

Thank you for your follow up comments

The website is currently unavailable while we improve the service we offer our customers. All ex-directory requests made prior to the 10th of July are being processed and we will be taking ex-directory requests again once the website is back up and running, which will be as soon as possible.

You will be able to do this free of charge from the website or by calling us on a low charge number from the phone you wish to make ex-directory.

We recommend you check whether you are in the directory first before taking the time to become ex-directory.

118800 connect people that know each other, we dont give out numbers to anyone.

For more information please visit our website on http://www.118800.co.uk

Or watch how the service works http://www.youtube.com/watch?v=JNgLWB123JA

118800 connect people that know each other, we dont give out numbers.

thanks,

Joe
118800

Paradigm Shifter 31st July 2009, 16:33

Fix your service so that people can make ex-directory requests. It's not good enough that it's been just as broken for the last two weeks as it was when it supposedly 'launched'.

This utter and complete failure is a loud advertisement for your whole business - and it's a terrible one.

It should not be up to us to 'check whether we're on the database' - unless permission was given, we shouldn't be on there in the first place.