Gigaclear Fined Over 999 Call Location Error After Regulatory Review
999 call location error leads to £122,500 fine for broadband provider. Ofcom fined an Oxfordshire-based broadband provider £122,500 after a serious 999 call location error caused incorrect data to be sent during hundreds of emergency calls. Communications regulator Ofcom revealed that Gigaclear’s system faults affected 948 emergency calls between January 2022 and March 2024.
Emergency Services Impacted by Gigaclear’s 999 Call Location Error in Rural England
Gigaclear, a provider of full-fibre broadband in rural central and southern England, acknowledged the issue. The company reported the problem to Ofcom in April 2024. Its affected VoIP (Voice over Internet Protocol) service failed to give emergency responders the correct caller locations. This error could have put lives at risk during critical emergencies.
Ofcom: Accurate Call Data Can Be Life-Saving
Ofcom highlighted the seriousness of the failure, saying that accurate location data during emergency calls can “mean the difference between life and death.” Although callers did not suffer major harm, the regulator stressed that nearly 950 affected calls remain unacceptable.
Third-Party Error Behind 999 Call Location Error, Says Gigaclear
Although callers did not suffer major harm, the regulator stressed that nearly 950 affected calls remain unacceptable. Furthermore, Gigaclear failed to properly test its systems or investigate a customer complaint linked to the malfunction, intensifying the severity of the breach.
Gigaclear Issues Apology and Implements Safeguards
In response, Gigaclear said it deeply regretted the incident. The company confirmed that it had fixed the error before reporting it. In an official statement, it added, “We have completed a full post-incident review and introduced new processes to prevent similar problems in the future.”
Regulatory Penalties Reflect Need for Compliance
Gigaclear’s 999 calls fine highlights why telecom providers must follow emergency service rules—especially for VoIP services, which handle data differently than landlines.
Ensuring Public Safety in the Digital Age
As more homes in the UK rely on internet-based calling systems, maintaining robust and accurate emergency communication infrastructure becomes increasingly vital. This case serves as a stark reminder that technical oversights can have potentially life-threatening consequences, and that swift, transparent action is essential.
A Wake-Up Call for VoIP Providers
The penalty imposed on Gigaclear signals a broader message to telecom companies: emergency service protocols must be watertight. While no major injuries were reported in this case, it raises questions about how VoIP services will adapt to meet the growing demands of digital emergency response systems.
