Are BT and Three Failing Your Emergency Calls? Ofcom Launches Investigation!

Ofcom is currently investigating BT and Three over significant mobile outages that reportedly caused "UK-wide disruption," including issues affecting emergency service communications. In June 2023, thousands of Three customers experienced difficulties making calls, while BT and EE users faced similar problems in July. Ofcom's inquiry aims to determine whether these mobile networks adequately prepared for and mitigated the issues that compromised service availability.

Last updated: 17 October 2023 (BST)

What’s happening now

The situation is currently under scrutiny as Ofcom, the UK’s communications regulator, investigates the recent outages that affected BT and Three networks. These disruptions have raised significant concerns about service reliability, particularly regarding the ability of customers to contact emergency services. BT has publicly apologised to its customers and confirmed its cooperation with the investigation, while Three has yet to comment. Ofcom intends to assess whether the mobile operators took sufficient preventive measures to avoid such incidents.

Key takeaways

Ofcom is investigating BT and Three over significant mobile service outages.
Thousands of customers reported issues, including difficulties contacting emergency services.
BT has previously faced fines for failures in its emergency call handling service.

Timeline: how we got here

Here’s a brief timeline of the events leading up to Ofcom's investigation:

25 June 2023: Thousands of Three customers report issues making and receiving calls, attributed to an "issue affecting voice services". This outage also impacted other networks using Three's infrastructure, such as ID Mobile.
July 2023: Customers on BT and EE networks begin experiencing similar issues, prompting complaints about service reliability.
July 2024: BT is fined £17.5 million for a significant failure in its emergency call handling service, highlighting ongoing concerns about network reliability.
October 2023: Ofcom announces its investigation into the recent outages affecting BT and Three, assessing compliance with statutory obligations for network resilience.

What’s new vs what’s known

New today/this week

The most recent development is Ofcom's formal investigation into the outages affecting BT and Three. The regulator is evaluating whether these providers took adequate steps to prevent the service disruptions, particularly those impacting emergency communications.

What was already established

It has been well-established that BT has faced previous scrutiny over its emergency call handling capabilities, with substantial fines levied for past failures. Similarly, Three has been held accountable for service issues in the past, including a fine of £1.9 million in 2017 for a preventable service loss. These historical precedents raise concerns about ongoing reliability for both operators.

Impact for the UK

Consumers and households

The recent outages have had a direct impact on consumers, particularly those who rely on mobile networks for essential services and emergency communications. The inability to make calls not only disrupted personal communications but also raised alarms about access to emergency services at critical times, underscoring the importance of network reliability.

Businesses and jobs

Businesses that depend heavily on mobile communications may also face repercussions from these outages. Disruptions can lead to decreased productivity, loss of revenue, and potential reputational damage. Furthermore, the scrutiny on BT and Three could result in increased regulatory compliance costs, impacting their operational strategies and workforce.

Policy and regulation

Ofcom's investigation places additional pressure on BT and Three to demonstrate compliance with regulatory obligations regarding network resilience. This probe may prompt wider discussions on telecommunications regulations and the responsibility of providers to ensure robust service continuity, particularly for emergency services.

Numbers that matter

£17.5 million: The fine imposed on BT in July 2024 for failures in its emergency call handling services.
£1.9 million: The penalty that Three faced in 2017 for a service loss that could have been prevented.
27 million: The number of customers served by the newly merged Vodafone and Three network, highlighting the scale of potential impact from service outages.

Definitions and jargon buster

Ofcom: The Office of Communications, the UK’s communications regulator responsible for overseeing broadcasting, telecommunications, and postal services.
Emergency Call Handling: The process by which telephone calls to emergency services (such as 999) are answered and managed.
Network Resilience: The ability of a telecommunications network to withstand and recover from disruptions while maintaining service continuity.

How to think about the next steps

Near term (0–4 weeks)

In the immediate future, consumers should remain vigilant for updates from Ofcom regarding the investigation's progress and any statements from BT and Three. Customers may also want to consider their options for switching providers if they continue to experience service issues.

Medium term (1–6 months)

As the investigation unfolds, both BT and Three may need to implement changes to their operations to enhance network resilience. Observers should watch for any regulatory changes or increased fines that may arise from the findings of this inquiry, which could reshape the telecommunications landscape.

Signals to watch

Ofcom's announcements regarding the outcome of the investigation and any subsequent regulatory changes.
Customer feedback and complaints to BT and Three in response to service reliability.
Changes in compliance measures or operational strategies from the affected providers.

Practical guidance

Do

Monitor updates from Ofcom regarding the investigation and any statements from your mobile provider.
Consider alternative communication methods, such as messaging apps or landlines, especially during service disruptions.

Don’t

Don’t hesitate to escalate complaints to Ofcom if you continue to experience issues with your mobile service.
Don’t ignore the potential for service disruptions when making important calls, particularly emergency calls.

Checklist

Check your provider’s service status during outages.
Keep alternative contact methods available in case of mobile service failures.
Stay informed about regulatory developments related to your service provider.
Consider your rights as a consumer and how to escalate issues if necessary.

Risks, caveats, and uncertainties

While Ofcom's investigation is ongoing, it remains uncertain how long it will take to reach a conclusion and what the implications will be for BT and Three. There may be disputes regarding the responsibilities of the operators in preventing these outages, and the outcomes could lead to further regulatory scrutiny across the telecommunications sector. Additionally, as the situation develops, more information may emerge about the specific causes of the outages and the effectiveness of the responses from the mobile operators involved.

Bottom line

The ongoing investigation by Ofcom into BT and Three highlights significant concerns over mobile network reliability in the UK. As consumers and businesses increasingly rely on mobile communications, the ability of these providers to ensure service continuity is paramount. Depending on the outcome, this situation may prompt regulatory changes that could reshape how telecommunications services are delivered in the UK, impacting millions of users.

FAQs

What is Ofcom investigating regarding BT and Three?

Ofcom is investigating BT and Three due to significant mobile outages that affected thousands of customers, including disruptions to emergency services. The regulator is examining whether the networks failed to take adequate preventive measures.

How did the mobile outages affect customers?

Customers on BT and Three networks reported being unable to make calls, which raised concerns about access to emergency services. This disruption affected both individual communications and overall service reliability.

What are the potential consequences for BT and Three?

Depending on the findings of Ofcom's investigation, BT and Three may face regulatory penalties, increased scrutiny, and the need to implement measures to improve network resilience and service continuity.