Every service strike comes with a cost: How AI-powered maintenance is the smartest investment UK Telecoms can make in 2025

The UK telecoms industry is entering a critical growth phase. With ambitious targets for network upgrades, fibre rollout, and better connectivity for their growing customer base, providers are navigating complex project landscapes. But as the scale and speed of delivery ramp up, so too does the risk—particularly from one stubborn and expensive problem: service strikes.  

Strikes don't just damage cables. Beyond the immediate expenses of repairs and potential fines, these incidents can lead to significant downtime, customer dissatisfaction, and lasting reputational harm. Addressing the root causes of service strikes and implementing proactive measures is essential for safeguarding both network integrity and financial performance. 

This is where AI-powered field intelligence platforms like FYLD come into play—helping providers prevent costly mistakes before they happen and transforming frontline operations from a risk centre into a value driver.

Service strikes: The hidden drain on growth

Service strikes during routine maintenance and repairs remain a frequent and expensive issue for UK telecom providers. The direct costs are substantial, encompassing immediate repair expenses and regulatory fines. For instance, Ofcom has the authority to impose fines of up to 10% of a company’s turnover for significant service failures. Beyond these, indirect costs such as service downtime, customer complaints, and reputational damage can have long-term financial implications. Research indicates that unplanned IT downtime can cost businesses upwards of £9,000 per minute, highlighting the urgency of preventing service disruptions.

Why do strikes keep happening? Most often, it’s a combination of:

• Inadequate risk assessments:  Failing to thoroughly assess potential hazards before commencing work can lead to unforeseen complications.

• Rushed jobs: Pressure to complete tasks quickly may result in overlooked safety protocols. 

• Communication breakdown: Lack of clear communication between field teams and management can lead to misunderstandings and errors. 

The repercussions extend beyond immediate repair costs. Downtime affects customers directly, leading to dissatisfaction and potential churn. Regulatory bodies may impose fines for service disruptions; for example, BT was fined £17.5 million for a network fault that caused a serious failure in emergency call handling. Additionally, the reputational damage from such incidents can deter potential customers and partners. 

Smarter maintenance starts with proactive risk management

There’s a better way to work. One that doesn’t trade speed for safety, or cost for quality. Modern field intelligence platforms powered by AI and computer vision are changing the game by enabling a proactive, insight-led approach to maintenance. With tools like FYLD, telecoms companies can:

Prevent strikes before they happen: 

• Visual pre-work checks and automated hazard identification  use AI to spot potential risks from job site imagery and video—flagging issues before boots even hit the ground.

• Dynamic, site-specific risk assessments adapt in real time as conditions change, providing teams with relevant, actionable insights—not generic checklists.

Capture proof when you need it most: 

• With timestamped, geotagged video documentation, teams can easily demonstrate that safety protocols were followed.

• aThis creates a clear evidence trail—reducing exposure in regulatory investigations, speeding up incident reviews, and building trust with local councils and stakeholders.

The bottom line: safety pays off

Investing in smarter maintenance and proactive safety isn’t just a compliance move—it’s a business accelerator. The returns are measurable and meaningful:

• Reduced incidents:  Fewer service strikes mean lower repair costs and minimises fines. 

• Enhanced operational efficiency: Streamlined maintenance processes lead to quicker job completion and less disruption. 

• Improved customer satisfaction: Minimised downtime results in fewer customer complaints and higher retention rates. 

• Better data quality:  Reliable data and insights from the frontline means stronger planning, accurate reporting, and smarter resource allocation. 

When field teams are empowered with the right tools, they make safer decisions, faster—and the entire organisation benefits.

Make safety your competitive advantage

Telecom providers can’t afford the cost of avoidable mistakes. Not when every delay, disruption, or data blind spot compounds into millions in potential losses. But those who lead with smarter, AI-supported operations are proving it’s possible to scale safely, meet targets faster, and turn field execution into a competitive edge.

FYLD helps you get there.

Want to see how AI-powered field intelligence can transform your frontline? Book a tailored demo today and discover what safer, smarter maintenance looks like.