Ofcom Probes BT and Three Over Emergency Call Failures

Regulator Responds to Widespread Network Disruption

UK communications regulator Ofcom has launched a formal investigation into BT and Three following major mobile network outages that disrupted services nationwide and affected access to emergency calls. The probe focuses on incidents earlier this year in which customers were unable to place 999 calls, raising serious concerns about network resilience and public safety. Ofcom said it would assess whether the companies took sufficient steps to prevent the failures and protect critical services.

Outages That Affected Millions of Users

The investigation follows two separate but similar incidents. In June, thousands of Three customers reported being unable to make phone calls, with the disruption lasting for several hours in some areas. A month later, customers of BT and its mobile arm EE experienced a comparable outage in July. In both cases, users reported difficulty or inability in making emergency calls, prompting alarm among regulators and the public.

Why Emergency Call Access Is a Priority

Access to emergency services is considered a fundamental obligation for telecoms providers. Networks are required to ensure that calls to 999 can be completed even during technical failures or periods of heavy traffic. Ofcom has emphasized that any disruption to emergency access is treated as a serious matter, given the potential risk to life and public safety. The investigation will examine whether existing safeguards were adequate and properly implemented.

Scope of Ofcom’s Investigation

Ofcom said it will look closely at the causes of the outages and the response measures taken by both companies. This includes assessing whether network design, maintenance, or contingency planning fell short of regulatory expectations. The regulator will also examine how quickly the operators identified the issues and communicated with customers and emergency services during the disruption.

Responses From BT and Three

Both companies have acknowledged the investigation and responded publicly. Three said it is engaging fully with Ofcom and cooperating with the inquiry. The company has previously stated that it has taken steps to improve network resilience since the June outage. A spokesperson for BT Group apologized to customers affected by the July disruption, expressing regret for the inconvenience and concern caused by the failure.

Broader Concerns About Network Resilience

The incidents have renewed debate about the reliability of the UK’s mobile infrastructure as reliance on mobile networks continues to grow. Many people now depend solely on mobile phones for communication, including during emergencies. Industry experts note that as networks become more complex and data heavy, ensuring consistent voice call reliability remains a technical and operational challenge.

Regulatory Consequences Could Follow

If Ofcom finds that BT or Three failed to meet their obligations, the companies could face enforcement action, including fines or requirements to implement specific improvements. Previous investigations by the regulator have resulted in penalties when operators were found to have breached rules designed to protect consumers and emergency access. Any outcome will likely set a benchmark for how outages are handled in the future.

Lessons for the Telecoms Industry

The probe highlights the importance of investment in network resilience, redundancy, and testing. Operators are under increasing pressure to demonstrate that their systems can withstand faults without compromising essential services. For the wider industry, the investigation serves as a reminder that innovation and expansion must be matched by robust safeguards.

Public Trust at Stake

Beyond regulatory compliance, the outages have affected public confidence in mobile networks. Reliable access to emergency services is a basic expectation, and failures can quickly erode trust. As Ofcom’s investigation progresses, attention will remain focused on whether telecoms providers can reassure customers that such disruptions will be prevented in the future.