Around 200 silent or abandoned calls a day - Herts Police ask you to stay on the line
A new Android phone update is believed to be increasing dropped calls
Hertfordshire Police have seen an increase in calls to their 999 line that are being dropped or abandoned by 44% for May this year compared to May last year.
In 2022, in May, there were 2,541 calls, compared to 4,608 calls in May 2023.
It is now also believed that this could be partially due to an update from Android phones, where you click the power button five times consecutively, resulting in the emergency services being dialled.
However, whilst instinct may be to immediately hang up if you accidentally dial 999, we're being asked to stay on the line to let call handler's know we don't need emergency assistance.
Force Communication Room (FCR) Superintendent Elaina Usher said: "“Calls to 999 where our operators cannot hear anyone on the line are never just ignored. Our call handlers will then spend valuable time trying to call the number back to check whether emergency help is required or not.
“If you do accidentally call emergency services, please stay on the line and explain you dialled in error. That way our call handlers can close the call knowing the person who dialled does not need our help.”
"Some of the increase in abandoned rates is believed to have been caused as a result of an update to Android smartphones.
"The update, issued between October 2022 and February 2023, added a new SOS emergency function for devices to call 999 through the power button being pressed five times or more on devices.
"If you have an Android phone, you can check your emergency settings to turn off the functionality added in the latest update, if you wish to.
"Go to ‘settings’ then ‘safety and emergency’ and slide the button which says ‘emergency SOS’ to switch the functionality off."
Superintendent Usher also told Greatest Hits Radio that currently the amount of silent calls they're receiving is around 200 a day, decreasing time that they can spend helping those who seriously need the services.
One of the reasons call handlers call silent 999 calls back is because it can indicate a member of the public being fearful or unable to speak, and they may need emergency assistance, so calls are always dialled back.
The 5-Steps campaign was launched from the force to make sure people are making correct use of services when they do need help. It is making sure you have the right service, checking online, reporting online, live chat/101 or calling 999.