30-07-2025
Broadband company hit with fine for customers' 999 call issues
Broadband provider Gigaclear has been penalised £122,500 by Ofcom for failing to supply accurate location data for nearly 1,000 emergency calls.
The issue affected 948 Voice over Internet Protocol (VoIP) calls made to 999 or 112 between January 2022 and March 2024, where inaccurate location details were transmitted.
Ofcom deemed the breach serious, stating that providing accurate location data can mean the difference between life and death, and Gigaclear put customers at "unacceptable risk".
The investigation found Gigaclear failed to ensure its third-party supplier correctly configured systems, conduct effective testing, or properly investigate a customer complaint.
Gigaclear has since rectified the configuration issue and expressed regret; the fine, reduced by 30 per cent for admitting fault, will be passed to the Treasury.
