VoIP network provider to be investigated by Ofcom

Ofcom, the communications watchdog, has announced it is launching an investigation into network provider Vonage over the availability of its Voice-over-IP (VoIP) network.

The probe comes as Ofcom seeks to investigate whether Vonage’s network complied with regulations that mandate that VoIP services be available at all times, and that emergency calls are still able to be made if the network fails in any way.

The case serves to highlight the increasing importance of VoIP services and the stability of such networks, as more broadband users in the UK switch from using traditional mobile phone calling services to the new technology.

Vonage is a cloud-based communications provider based in Holmdel, New Jersey, but has its headquarters in London. It has nearly 2 million customers, who comprise both home and business users.

A statement from the regulator reads: “Ofcom’s investigation will examine whether there are reasonable grounds for believing that Vonage has failed to comply with its obligations under GC3.1 and section 105A of the Act.

“We aim to complete our evidence gathering phase in this investigation in May 2018. We will publish a further update on next steps then.”

Ofcom’s General Condition (GC) 3.1 states that communications providers must “take all necessary measures to maintain, to the greatest extent possible” the proper function of a given network, the availability of services in the event of a “catastrophic network breakdown” and “uninterrupted access” to emergency services for users.

Recently some of the industry’s best-known VoIP providers have been hit with heavy fines from Ofcom over reported failures when faced with network problems.

Three UK was fined £1.89 million last June after some customers in Kent and London were temporarily unable to access emergency services - including police and fire teams - while KCOM were slapped with a £900,000 bill after 74 calls to emergency services made by customers in York failed.