Ofcom Investigates BT and Three for Failing to Connect 999 Calls
Ofcom, the UK’s communications regulator, has launched an investigation into BT and Three in light of significant mobile outages that disrupted services across the nation, most alarmingly affecting emergency services. This inquiry comes after a series of incidents, with thousands of Three customers left unable to make calls in June, followed by similar problems for BT and EE customers in July. Ofcom aims to determine whether the mobile networks adequately addressed and prevented these critical disruptions.
Mobile Outages Affecting Emergency Services
In June, Three faced intense scrutiny when numerous customers reported being unable to connect calls, a situation that became even more severe when the issues were compounded in July for BT and EE users. These outages raised serious concerns about the networks’ ability to ensure connectivity, especially for emergency services like dialing 999. In response to these failures, Three acknowledged the situation publicly, stating that it encountered disruption to voice services due to an exceptional spike in network traffic related to a third-party software configuration change. The company affirmed its commitment to cooperate with Ofcom throughout the investigation.
BT, too, has expressed regret for the inconvenience caused to customers. A spokesperson stated, “We will co-operate fully with Ofcom throughout the investigation and apologize again for any issues caused by this incident.”
The Regulatory Framework and Expectations
Ofcom has made it clear that mobile service providers are mandated to identify potential risks and prepare for any event that could compromise their network’s availability, performance, or functionality. Furthermore, when failures do occur, providers are required to take decisive steps to mitigate the impacts on their customers.
Telecommunications analyst Paolo Pescatore emphasized the critical importance of connectivity for consumers, stating, We all demand a robust and reliable connection at home and out and about. He acknowledged that while outages may happen despite best efforts, there must be effective systems in place for diagnosing issues and learning from them to prevent future incidents.
Background of Previous Issues
The problems that prompted Ofcom’s latest investigation are not isolated events. Back in June, when Three’s network issues were at their peak, customers reported significant problems making and receiving calls. This issue was compounded by the fact that many networks that operate on Three’s infrastructure, like ID Mobile, also experienced downtime. Weeks later, a significant number of BT and EE customers reported similar difficulties with their phone services.
Historically, the UK’s telecom companies have faced scrutiny for outages affecting customers’ ability to make crucial calls. In July 2024, BT was fined £17.5 million for a severe failure in its emergency call handling service, which resulted in thousands of 999 calls failing to connect. In a separate instance, Three was compelled to pay £1.9 million in 2017 due to an incident that impacted service for its customers, which it could have prevented.
The Importance of Resilient Networks
The increasing reliance on mobile networks for communication, particularly in emergencies, underscores the need for robust systems capable of withstanding unforeseen pressures. As issues continue to arise, it’s paramount for both BT and Three to address the root causes to provide reliable services moving forward.
The government has emphasized the responsibility of communications providers to maintain resilience within their networks and ensure that they can perform under stress. Failure to do so not only jeopardizes consumer trust but can also lead to life-threatening situations during emergencies.
Looking Ahead: Ensuring Connectivity
The ongoing investigation by Ofcom serves as a wake-up call for mobile network operators in the UK. As they work to address these shortcomings, it’s vital that they enhance their infrastructure to prevent future disruptions, particularly for essential services like 999 calls.
With the base of mobile users continuously expanding, the need for reliable connectivity is more pressing than ever. Companies must employ their resources to not only rectify past failures but also to innovate for a more resilient future, ensuring all citizens can count on their networks during critical times.
As Ofcom probes deeper into these challenges, the outcome may well shape the future landscape of telecommunications in the UK, showcasing the imperative for constant vigilance and improvement in service delivery.