Broadband provider fined over giving inaccurate caller location data in 999 calls
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.