Committee publication · Correspondence · 14 May 2026 · HC 1461
Correspondence from VodafoneThree following up from 25 March session, dated 20 April 2026.
Summary
VodafoneThree's follow-up to the Scottish Affairs Committee on digital resilience in island communities, responding to questions arising from their 25 March evidence session. The company outlines its position on Emergency Services Network access transparency, contractual protections for customers during service disruptions in Shetland and Orkney last year, improved customer communications protocols, network resilience provisions, and confirmation that all eligible compensation has been paid.
Key findings
- VodafoneThree supports a review of Emergency Services Network sharing rights, citing lack of clarity on access to BT-owned sites funded by public money and insufficient transparency on site-by-site access costs and terms.
- Customers affected by continuous or regularly recurring service degradation were contractually entitled to switch providers without early termination charges; VodafoneThree's support team assisted customers in understanding their options.
- The company has enhanced customer communications for island communities post-disruption, including proactive text/email alerts and dedicated network status updates tailored to specific incidents.
- Vodafone's terms (clause 1.2) specify services will be provided with reasonable skill and care while acknowledging availability may be affected by major network incidents outside company control.
- All eligible customers affected by 2025 Shetland and Orkney outages received bill credit compensation under Ofcom's Automatic Compensation scheme; VodafoneThree confirms all payments have been made.
Tone
ProceduralTopics
Key actors
VodafoneThree, Vodafone Limited, Scottish Affairs Committee, Patricia Ferguson MP, George Robinson, BT, Ofcom
Notable line
“… there is insufficient transparency for other mobile operators to understand, on a site-by-site basis, what can be accessed and at what cost.”
Key Quotes
“VodafoneThree would support a review of the sharing rights associated with the Emergency Services Network contract, as it remains unclear what access rights exist in relation to BT-owned sites that have benefited from ESN funding.”
“… there is insufficient transparency for other mobile operators to understand, on a site-by-site basis, what can be accessed and at what cost.”
“Where the relevant contractual threshold is met, including in cases of continuous or regularly recurring degradation of service, customers could leave without an early termination charge.”
“We recognise the essential role that reliable connectivity plays in supporting local communities, public services and the daily lives of residents.”
“… all such compensation payments have now been made.”
Source · parliament.uk record ↗