Update on 2023 Service Disruption in the UK

Between 23 October 2023 and 3 November 2023, for a period of 11 days, emergency calls made by Vonage Business Communications (VBC) customers to 999 and 112 in the UK were unable to complete. This was due to a failure caused by a planned software update.

At Vonage, the trust of our customers is of the utmost importance to us, built upon transparency and reliability. We recognise the critical nature of the service we provide and the serious implications this disruption could have had. We sincerely apologise for the emergency calling outage. Our customers rightly expect more from us, and this incident fell short of the standards we hold ourselves to and our customers deserve.

We self-reported the incident to Ofcom and fully cooperated with their subsequent investigation. As announced today, we have agreed to a GBP 700,000 settlement with Ofcom.

We have taken this incident very seriously. Since it occurred, we have implemented a comprehensive set of corrective actions across our software development lifecycle intended to prevent such an issue from occurring again. The improvements now in place span development, testing, and deployment, and include enhanced quality assurance, proactive monitoring and alerting systems, and an ongoing commitment to continuous improvement.

We remain fully committed to ensuring the connectivity, safety and security of our customers. Thank you for the continued trust in Vonage. We are determined to maintain and strengthen that trust every day.