Ofcom opened an investigation into BT on 28 June 2023, following disruption to emergency call services across the UK on 25 June 20231. The regulator said the investigation would seek to establish the facts of the incident and examine whether there were reasonable grounds to believe BT had failed to comply with its regulatory obligations1.
Ofcom set out the rules that apply to BT and other providers. It said its rules require providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered1. They also require providers to take all measures necessary to ensure the greatest possible availability of calls and the internet in the event of a catastrophic failure of the network or in cases of force majeure1.
The regulator further said providers are required to put appropriate and proportionate measures in place to identify and reduce risks, and to prepare for anything that could compromise the availability, performance or operation of their network or service1. Providers must also act to prevent adverse effects arising from any such compromise, and where an adverse effect occurs, must take appropriate and proportionate measures to correct or mitigate it1.
"Bydd ein hymchwiliad yn ceisio dod o hyd i'r ffeithiau am y digwyddiad ac yn archwilio a oes sail resymol dros gredu bod BT wedi methu â chydymffurfio â'i rwymedigaethau rheoleiddiol."
The number of calls affected, the duration of the disruption and which parts of the UK were hit have not been reported. Ofcom's announcement does not state what caused the disruption, and BT's response to the investigation has not been reported.
Why it matters for households
The disruption affected emergency call services across the UK on 25 June 2023, so households in any part of the country may have been unable to reach the emergency services by phone during the incident1. Ofcom's rules exist to secure uninterrupted access to emergency organisations, and the investigation will examine whether BT met those obligations1. The outcome of the investigation, and any findings about the cause, have not been reported.
The site's guides cover calling 999 and 112, when to call 999, how to give emergency services your exact location and emergency and non-emergency numbers to keep on paper. The staying informed hub also lists free alert services to sign up for before an emergency.
What happens next
Ofcom said its investigation will seek to find the facts about the incident and examine whether there are reasonable grounds to believe BT failed to comply with its regulatory obligations1. No timetable for the investigation, and no date for any findings, has been reported.
Calling 999 and 112
When to Call 999
