BT Group plc
Approved Evidence
BT received a £17.5 million fine after failures disrupted nearly 14,000 emergency-call attempts
On 25 June 2023, a technical failure disrupted BT's UK emergency-call handling service for approximately 10.5 hours. Nearly 14,000 attempts to call emergency services were unsuccessful. Ofcom found that BT had inadequate warning systems, incident-assessment procedures and disaster-recovery capacity. The disruption also affected text-relay services used by people with hearing or speech impairments. In July 2024, Ofcom fined BT £17.5 million for failing to take appropriate and proportionate measures to prepare for potential disruption. The fine included a reduction reflecting BT's admission of liability, cooperation and agreement to settle. Source / proof: Ofcom: https://www.ofcom.org.uk/phones-and-broadband/telecoms-infrastructure/bt-fined-17.5m-for-999-call-handling-failures