{"id":38790,"date":"2024-07-22T08:14:26","date_gmt":"2024-07-22T07:14:26","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=38790"},"modified":"2024-07-22T09:09:13","modified_gmt":"2024-07-22T08:09:13","slug":"ofcom-uk-hit-bt-with-17-5-million-fine-for-999-call-handling-fault","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/07\/ofcom-uk-hit-bt-with-17-5-million-fine-for-999-call-handling-fault.html","title":{"rendered":"Ofcom UK Hit BT with \u00a317.5m Fine for 999 Call Handling Fault UPDATE"},"content":{"rendered":"

The national regulator, Ofcom<\/a>, has this morning hit BT<\/a> with a fine of \u00a317.5m for being “ill-prepared to respond to a catastrophic failure of its emergency call handling service last summer<\/em>” (here<\/a>), which readers may recall occurred after a technical fault (\u201ccomplex software issue<\/em>\u201d) resulted in 14,000 emergency calls being disrupted. The disruption lasted for 10.5 hours.<\/p>\n

Just to recap. BT<\/a> previously revealed that a software bug had caused a \u201ccaching issue<\/em>\u201c, which resulted in impacted calls (i.e. those made to both 999 and 112) not being routed correctly and the user\u2019s call being disconnected. At the time, a \u201crobust temporary fix<\/em>\u201d was put in place to rectify this, and they\u2019ve since implemented something more permanent.<\/p>\n

NOTE:<\/strong> Following the unprecedented fault on the 999 technical infrastructure last July, the Emergency Authorities did not identify any confirmed cases of serious harm occurring as a direct result of the incident.<\/div>\n

The incident, the first in nearly 90 years, has already sparked the introduction of further safeguards to help \u201cbolster the resilience<\/em>\u201d of the 999 emergency call handling system (here<\/a>). But Ofcom<\/a> has also continued to conduct its own investigation<\/a>, which has now concluded.<\/p>\n

According to the regulator, on Sunday 25th June 2023, BT<\/a> experienced a network fault that affected its ability to connect calls to emergency services between 06:24 and 16:56. During the incident, nearly 14,000 call attempts \u2013 from 12,392 different callers \u2013 were unsuccessful.<\/p>\n

The Three Stages of BT’s 999 Fault<\/strong><\/span><\/p>\n

Phase 1, from 06:24 to 07:33<\/strong>
\nDuring the first hour, BT\u2019s emergency call handling system was disrupted by what was later found to be a configuration error in a file on its server. This resulted in call handling agents\u2019 systems restarting as soon as a call was received; agents being logged out of the system; calls being disconnected or dropped upon transfer to the emergency authorities; and calls being put back in the queue. BT was initially unable to determine the cause of the issue and attempted to switch to its disaster recovery platform.<\/p>\n

Phase 2, from 07:33 to 08:50<\/strong>
\nThe first attempt to switch to the disaster recovery platform was unsuccessful due to human error. This was a result of instructions being poorly documented, and the team being unfamiliar with the process. The incident grew from affecting some calls to a total outage of the system.<\/p>\n

Phase 3, from 08:50 to 16:56<\/strong>
\nThe rate of unsuccessful calls decreased once traffic was migrated successfully to the disaster recovery platform. However, usual service was not fully restored initially as the disaster recovery platform struggled with demand.<\/p><\/blockquote>\n

Ofcom<\/a>’s investigation found that BT “did not have sufficient warning systems in place<\/em>” for such incidents, “nor did it have adequate procedures for promptly assessing the severity, impact and likely cause of any such incident or for identifying mitigating actions<\/em>“. The regulator also found that BT\u2019s “disaster recovery platform had insufficient capacity and functionality<\/em>” to deal with a level of demand that might reasonably be expected.<\/p>\n

The incident also caused disruption to text relay calls, which meant people with hearing and speech difficulties were unable to make any calls, including to friends, family, businesses and services. This left deaf and speech-impaired users at increased risk of harm.<\/p>\n

Suzanne Cater, Ofcom\u2019s Director of Enforcement, said:<\/strong><\/p>\n

\u201cBeing able to contact the emergency services can mean the difference between life and death, so in the event of any disruption to their networks, providers must be ready to respond quickly and effectively.<\/p>\n

In this case, BT fell woefully short of its responsibilities and was ill-prepared to deal with such a large-scale outage, putting its customers at unacceptable risk.<\/p>\n

Today\u2019s fine sends a broader warning to all firms -\u2013 if you\u2019re not properly prepared to deal with disruption to your networks, we\u2019ll hold you to strict account on behalf of consumers.\u201d<\/p><\/blockquote>\n

Despite the fact that no confirmed cases of “serious harm<\/em>” have been identified as a result of the incident, Ofcom correctly makes clear that the potential degree of harm was still “extremely significant<\/em>” and hence the large fine. The fine includes a 30% reduction as a result of BT\u2019s admission of liability, full cooperation, willingness to engage, system improvements, regular updates and agreement to settle the case.<\/p>\n

BT now has two months to pay the fine, which will then be passed on to HM Treasury. But the hope is that something like this will never happen again. We have contacted BT for a comment.<\/p>\n

UPDATE 9:07am<\/strong><\/p>\n

We’ve now recieved BT’s comment.<\/p>\n

A BT Group spokesperson told ISPreview:<\/strong><\/p>\n

\u201cWe take great pride in underpinning the national 999 service and recognise the critical importance our infrastructure plays. The level of disruption to the service on Sunday 25 June last year has never been seen before and we are sincerely sorry for the distress caused. We accept the specific points raised in Ofcom\u2019s findings, and have put in place comprehensive measures to prevent this series of events reoccurring and improve end-to-end resilience of the system as a whole.<\/p>\n

While no technology is 100% resilient, we have built a highly robust network with multiple layers of protection to connect the public to blue light services in their time of need. We take our responsibility to the emergency services and the public seriously, and on this occasion we fell short of our own high standards for the 999 service.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

The national regulator, Ofcom, has this morning hit BT with a fine of \u00a317.5m for being “ill-prepared to respond to a catastrophic failure of its emergency call handling service last summer” (here), which readers may recall occurred after a technical fault (\u201ccomplex software issue\u201d) resulted in 14,000 emergency calls being disrupted. The disruption lasted for […]<\/p>\n","protected":false},"author":1,"featured_media":22436,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[474,480,36,38,479],"class_list":["post-38790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-bt","tag-crime","tag-ofcom-regulation","tag-politics","tag-security"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/112828911965263175","error":""},"yoast_head":"\nOfcom UK Hit BT with \u00a317.5m Fine for 999 Call Handling Fault UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The national regulator, Ofcom, has this morning hit BT with a fine of \u00a317.5m for being "ill-prepared to respond to a catastrophic failure of its emergency\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/07\/ofcom-uk-hit-bt-with-17-5-million-fine-for-999-call-handling-fault.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom UK Hit BT with \u00a317.5m Fine for 999 Call Handling Fault UPDATE - 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