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Wednesday 12 December, 2018


Ofcom: Vonage fined for emergency call failure

RNS Number : 0019K
Office of Communications
12 December 2018

12 December 2018


Vonage fined for emergency call service failure

Ofcom has today fined Vonage for failing to ensure its customers had uninterrupted access to the emergency services.


Our investigation found that Vonage, which offers cloud-based communications services, broke an important rule designed to ensure that everyone can contact the emergency services at all times.


What went wrong

In January 2018, Vonage began to implement some technical changes to the way calls were routed on its network.


Although the company carried out testing to ensure that regular calls were still being connected during the transition, it failed to test the emergency call numbers, 999 and 112, as part of this process. Vonage therefore failed to identify that emergency calls were not connecting successfully following the routing changes it had made.


Ofcom's decision and financial penalty

Our investigation concluded that Vonage had broken our rules, which require communications providers to maintain uninterrupted access to the emergency services.


We have imposed a penalty of £24,500 on the company. This figure includes a 30% discount as a result of Vonage admitting liability and agreeing to settle the case. The penalty will be paid to HM Paymaster General. Vonage has since made changes to its network and testing processes to minimise the risk of a similar incident occurring in future.


Further details can be found on the Ofcom website:



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