Nationwide technical fault meant 999 calls were ‘not connecting’ for several police forces

A nationwide technical fault resulted in 999 calls ‘not connecting’ for several police forces this morning and Britons were told to call 101 instead. 

BT said it had implemented a back-up platform after issues with 999 calls connecting were reported.

Emergency services across the country have confirmed they are able to receive 999 calls again, but some warned they were still experiencing residual difficulties.

A spokesperson for BT said: ‘Early this morning we experienced a problem with the 999 service.

‘The situation is fast-moving as we fix the problem and our back up platform is now working – so people should call 999 as usual. We will provide updates as the issue is resolved.’

Cheshire Fire and Rescue Service warned of a 30-second delay to connect to 999, while Suffolk Police said its system may not be working to full capacity and urged people to use 999 only in a genuine emergency.

The Metropolitan Police said the back-up system was ‘not as effective at telling us where you are calling from’. 

‘Help us by having the address of the emergency ready. If you don’t know the address, look around for a street name or obvious landmark,’ the force said.

East Midlands Ambulance Service (EMAS) said that if a 999 call was not successful, people should call 111 for urgent medical help instead.

Richard Lyne, strategic commander at EMAS, said: ‘We urge people to seriously consider the alternative services available and if it’s possible to make your own way to a treatment centre.

‘For example, if a relative or friend can take you by car.’

A spokesperson for HM Coastguard said: ‘Please continue to call 999 to contact the Coastguard in an emergency. If you are unable to contact the Coastguard on 999 in an emergency, please call 101 (111 for medical emergencies). Please only call 999 in an emergency.’

Problems with the service, which is managed by BT, were first reported at around 8.30am on Sunday and people were told to call 101 in an emergency for police and fire, or 111 in a medical emergency.

Several police forces and fire and ambulance services said they were facing issues and said BT had reported a ‘system failure’.

A Government spokesperson said: ‘We are aware of a technical issue with the 999 call system today. A full investigation is under way to resolve this as quickly as possible.

‘You should be able to connect when calling 999 or 112, but if you still have difficulties connecting you may contact 101 for police and fire and rescue services, or 111 for health.’

Met Police was the first to post on Twitter at 8.20am this morning: ‘Due to a technical fault that is impacting a number of police forces, many 999 calls are not connecting.

‘Until further notice, please call 101 in an emergency. Please ONLY call in an emergency and please wait until later to make any 101 non-emergency calls.’

This was a national issue and other police forces have issued warnings.

Other police forces followed suit, with Wiltshire Police tweeting: ‘BT have reported a system failure in diverting 999 calls. If you need to get hold of us & can’t get through on 999 please call 101. 

‘We’re assured that they’re working to get this fault resolved as soon as possible. We will update you as soon as we can.’

Greater Manchester Police said BT had advised ‘a number of forces’ about the issues with the 999 line and added: ‘If your call is an emergency, please persevere with waiting for them to connect you.’

Warwickshire Police urged people to only call if it is an emergency to ‘keep their phonelines clear’. 

At 9.08am, Wiltshire Police posted that BT had restored the 999 line and asked people to ‘please call the usual number in emergencies’ as well as thanking people for their patience. 

Other police forces followed suit with their own responses saying the 999 issue had been resolved and the lines restored around 9.40am.