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

28 June 2023


Investigation into British Telecommunications Plc (BT)
Case opened 28 June 2023

We are investigating BT in relation to the disruption to 999 emergency call services on 25 June 2023.

Relevant legal provision(s)

General Conditions A3.2, C5.8, C5.9, C5.10, C5.11 and C5.12 of the General Conditions of Entitlement, and sections 105A and 105C of the Communications Act 2003

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:

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.


Enforcement team (

Case reference CW/01274/06/23