Ofcom has revealed it has launched an investigation into BT after disruptions to the 999 emergency call service on Sunday.
Emergency services across the country reported 999 calls failing to connect due to a "technical fault" shortly after 8.30am on Sunday (June 25).
The issue persisted throughout the day before being resolved on Sunday evening.
BT issues apology following disruption to 999 service
BT issued an apology earlier this week following the disruptions to the 999 service.
⚠️ The 999 system has been restored following an earlier nationwide technical fault.
— Metropolitan Police (@metpoliceuk) June 25, 2023
📞 Anyone requiring the police in an emergency in London should call 999 as usual.
📞 If your call is not an emergency, please dial 101. You can also contact us online:https://t.co/5bZQjwK7IB
A BT spokesperson said: “We are sincerely sorry for the distress this has caused. There was a short period of time as we switched over to the back-up system during which calls could not get through.
“In this instance, we are still able to see who is trying to reach the operator, and our handlers reconnect calls as a matter of urgency.
“Our back-up platform took calls throughout most of Sunday, with people able to call 999 as usual.
“The primary 999 service was restored earlier this evening and we are no longer relying on the back-up system.
“We are monitoring the service, and we continue to work hard to determine the root cause and the impact this has had.”
Ofcom launch investigation into disruption to 999 service
Ofcom have today (June 28) announced they have launched an investigation into BT following Sunday's incident.
In a statement, Ofcom said: “Our rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered.
“They also require providers to take all necessary measures to ensure the fullest possible availability of calls and internet in the event of catastrophic network breakdown or in cases of force majeure.
“Separately, providers are required to take appropriate and proportionate measures to identify and reduce the risks of, and prepare for the occurrence of, anything that compromises the availability, performance or functionality of their network or service.
There was an issue with the 999 system yesterday. This is now resolved and the service is running as normal. Anyone with a life threatening emergency should call 999 for assistance in the normal way.
— NHS (@NHSuk) June 26, 2023
A full investigation is underway to understand what caused this problem. https://t.co/zuKn7Fldz8
“Providers are also required to take appropriate and proportionate measures to prevent adverse effects arising from any such compromise. Where there is an adverse effect on the network or service, the provider must take appropriate and proportionate measures to remedy or mitigate that effect.
“Our 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.”
The NHS are also conducting its own investigation into the problem which affected people across the UK on Sunday.
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