Broadband provider Gigaclear has been slapped with an £800,000 penalty by Ofcom after a critical system failure left customers unable to reach emergency services for 27 days. The shocking oversight, which affected 38 users in rural areas, highlights serious flaws in the company's disaster recovery protocols.
A Life-Threatening Technical Failure
Between 4 April and 1 May 2023, Gigaclear customers attempting to call 999 were met with silence as the company's broadband phone services catastrophically failed. The outage occurred when engineers transferred customer data to a new IT system, accidentally removing crucial emergency call functionality.
Ofcom's Scathing Verdict
The telecoms watchdog condemned Gigaclear's "unacceptable" breach of regulations, stating: "Providers must ensure access to emergency services at all times. Gigaclear's failure put lives at risk." The £800,000 fine reflects the severity of the violation.
What Went Wrong?
- Engineers failed to test emergency call functionality after system migration
- No backup systems were in place to maintain 999 access
- The company took 27 days to identify and fix the problem
- Affected customers were predominantly in remote locations
Gigaclear has since implemented new safeguards, including enhanced testing procedures and 24/7 emergency call monitoring. The company claims no actual emergency calls were missed during the outage period.
Industry-Wide Implications
This case serves as a stark warning to all telecom providers about the critical importance of maintaining emergency service access. Ofcom has vowed to take "strong action" against any company failing to meet these fundamental obligations.
