Imran Rahman-Jones
Technology reporter
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Thousands of EE and BT customers have reported they are unable to make or receive calls as the mobile phone and landline networks face an outage.
Outages tracker Downdetector, which relies on self-reported user data, showed over 2,500 EE customers experiencing outages at 14:00 BST, with many also reporting issues with other networks.
Some customers reported issues with making 999 calls, but the government said these had “now been restored”.
A spokesperson from BT, which owns EE, apologised and said the firm was “currently addressing an issue impacting our services”.
“We’re working urgently to fix this issue and will provide a further update as soon as possible,” they said.
Vodafone and Three have confirmed to the BBC they do not have network issues.
Other networks have seen spikes in reports of outages on Downdetector – but these are likely to be customers from networks unable to connect to EE or BT phone numbers.
Social media users have been posting about a loss of services of both EE and BT mobile and landline services.
999 calls
BT said customers should use 999 as normal.
However, earlier in the afternoon, Devon and Somerset Fire and Rescue Services posted on social media to say there was “a fault with the mobile phone network, including 999 calls”.
But they posted an update at 15:01 BST on X to say 999 calls had returned to normal.
South Western Ambulance Service then posted on X to confirm there was an issue.
The Department of Science, Innovation and Technology said the outage had “impacted some customers’ ability to make and receive calls between EE and other networks.
“EE and BT digital voice calls to 999 have now been restored.”
A spokesperson added: “Communications providers have statutory obligations to ensure their networks and services are appropriately resilient.”
Customer impact
EE and BT customer service phone lines are currently down.
One customer posted on an EE forum to say they could not access the help line to arrange an “urgent refund,” while another was unable to get through on behalf of their elderly parents, who made an order with EE.
The UK communications regulator Ofcom says it is in contact with BT “to establish the scale and cause of the problem as soon as possible”.
“Mobile networks and landlines are vital to reach essential and emergency services, it’s important for customers to be reconnected as soon as possible – and kept up to date with developments,” said Ernest Doku, Uswitch mobiles expert.
“If your landline stops working, you will be entitled to compensation if it has not been fixed within two days, but make sure to report the issue to your provider as soon as it happens,” he said.
The issue may have also impacted some customers of mobile phone operators which “piggyback” on EE’s network, with 1pMobile saying it was aware of some issues “affecting a small number of customers”.
“We apologise for any inconvenience caused and the EE network engineers are working on the issue currently,” it said.
Lyca Mobile and Spusu have been contacted for comment.
BT Group has more than 30 million customers in the UK and made £20.4bn revenue in the last financial year.