Ofcom Probes BT and Three Over 999 Call Connectivity Issues

The communications regulator, Ofcom, has launched an investigation into BT and Three following widespread mobile service failures that disrupted connectivity across the UK, affecting emergency call capabilities.

In June, numerous Three subscribers reported being unable to make calls, while a similar situation arose for customers of BT and EE in July. Ofcom intends to assess whether these mobile service providers took adequate measures to avert such outages.

In a recent statement, Three acknowledged its engagement with Ofcom regarding the issues. A spokesperson from BT Group expressed regret to customers impacted by the disruptions, stating, “We will fully cooperate with Ofcom throughout the inquiry and apologize once more for the troubles caused by this incident.”

Three further clarified that it encountered voice service interruptions due to an unprecedented surge in network traffic, which was instigated by a configuration change in third-party software. “Since the outage, we have been transparent with Ofcom and will maintain full cooperation for their investigation,” the company added.

Ofcom emphasized that telecom firms are required to proactively identify risks and prepare for any incidents that could compromise the integrity, performance, or functionality of their networks or services. Providers are also tasked with preventing any negative repercussions stemming from such compromises and must act to mitigate these issues when they occur.

“The significance of connectivity cannot be undervalued,” remarked telecom analyst Paolo Pescatore. “Consumers expect a strong and dependable connection both at home and on the go.”

Pescatore noted that while outages may occur despite substantial preventive efforts, there should be a clear protocol in place for identifying problems and deriving lessons to prevent future occurrences.

The incidents central to Ofcom’s inquiry led to a multitude of customers from both BT and Three reporting service disruptions. On June 25, Three acknowledged to its users experiencing difficulties with calls that it was facing “an issue affecting voice services.” This problem extended beyond its own network, impacting customers of other providers that rely on Three’s infrastructure, including ID Mobile.

In July, EE and BT users also voiced similar complaints about their connectivity. A government representative remarked at the time that “communications providers have legal obligations to ensure their networks and services maintain appropriate resilience.”

Previous outages have drawn scrutiny regarding operators’ abilities to maintain call functionality and reach emergency services. In July 2024, BT faced a £17.5 million penalty due to a significant failure in its emergency call processing system, which resulted in numerous 999 calls not being connected.

In 2017, Three was fined £1.9 million after Ofcom determined that it could have avoided a service disruption affecting customers the previous year. The company has since merged with Vodafone, creating the largest mobile network in the UK, serving 27 million customers.

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