Investigation into Vonage's compliance with emergency calls access rules

Opening text - 19 March 2024

Ofcom has today opened an own-initiative investigation into Vonage’s compliance with General Condition A3.2(b) (GC A3.2(b)) and sections 105A, 105C and 105K of the Communications Act 2003. The investigation follows Vonage’s notification of an incident which resulted in disruption for its business customers to emergency call services between 23 October 2023 and 3 November 2023.

GC A3.2(b) requires certain communications providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any voice communications services offered.

Section 105A requires providers of public electronic communications networks and services (providers) to take such measures as are appropriate and proportionate to identify and reduce the risks of, and prepare for the occurrence of, security compromises, including anything that compromises the availability, performance or functionality of the network or service.

Section 105C requires providers to take such measures as are appropriate and proportionate to prevent adverse effects arising from a security compromise that has occurred. Where a security compromise has an adverse effect on the network or service, the provider must take such measures as are appropriate and proportionate to remedy or mitigate that effect.

Section 105K requires providers to inform Ofcom as soon as reasonably practicable of any security compromise that has a significant effect on the operation of a network or service.

Ofcom’s investigation will seek to establish the facts surrounding the incident and examine whether there are reasonable grounds to believe that Vonage has failed to comply with its regulatory obligations.