Investigation into BT following 999 emergency call service outage on 25 June 2023

Ofcom has reason to believe that in addition to affecting access to emergency 999 voice call services, the incident on 25 June 2023 may have caused disruption to:

• text relay services (emergency and non-emergency);
• emergency video relay services; and
• mobile SMS access to emergency organisations.

These services are important and provide ways for disabled people to easily make telephone calls and contact the emergency services. As we are seeking to establish the facts surrounding the incident, we have widened the scope of our investigation to better understand the impact on these services, and additionally to consider BT’s compliance with General Conditions C5.8, C5.9, C5.10, C5.11 and C5.12.

Ofcom has today opened an own-initiative investigation into BT’s compliance with General Condition A3.2 (GC A3.2) and sections 105A and 105C of the Communications Act 2003. The investigation follows BT’s notification of a technical fault which resulted in a UK-wide disruption to emergency call services on 25 June 2023.

GC A3.2 requires certain communications providers to take all necessary measures to ensure the fullest possible availability of voice and internet services provided over public electronic communications networks in the event of catastrophic network breakdown or in cases of force majeure, and uninterrupted access to emergency organisations as part of any voice services offered.

Section 105A requires providers of public electronic communications networks and services (providers) to take such measures as are appropriate and proportionate to identify and reduce the risks of, and prepare for the occurrence of, security compromises, including, anything that compromises the availability, performance or functionality of the network or service.

Section 105C requires providers to take such measures as are appropriate and proportionate to prevent adverse effects arising from a security compromise that has occurred. Where a security compromise has an adverse effect on the network or service, the provider must take such measures as are appropriate and proportionate to remedy or mitigate that effect.

Ofcom’s 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.