Ofcom launches investigation into BT following 999 emergency call service disruption

Ofcom, the telecoms regulator, has launched an investigation into BT following a disruption to 999 emergency calls on Sunday, June 25.

During the disruption, people in north Wales and across the UK found themselves unable to connect through 999, leading police, fire, and ambulance services to suggest calling 101 and other alternative numbers.

BT, like all other providers, is mandated under Ofcom rules to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered.

Ofcom said: “Our rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered.”

“They also require providers to take all necessary measures to ensure the fullest possible availability of calls and internet in the event of catastrophic network breakdown or in cases of force majeure.”

“Separately, providers are required to take appropriate and proportionate measures to identify and reduce the risks of, and prepare for the occurrence of, anything that compromises the availability, performance or functionality of their network or service.”

“Providers are also required to take appropriate and proportionate measures to prevent adverse effects arising from any such compromise.”

“Where there is an adverse effect on the network or service, the provider must take appropriate and proportionate measures to remedy or mitigate that effect.”

“Our investigation will seek to establish the facts surrounding the incident and examine whether there are reasonable grounds to believe that BT has failed to comply with its regulatory obligations.”