on 16-02-2026 06:26 PM
For several weeks, I am experiencing an audio delay during outgoing and incoming voice calls to or from outside the Three network, for example businesses on landline numbers. During the calls, the audio delay becomes gradually worse, starting at a second, increasing gradually to around 5 seconds and later to around 10 seconds. Eventually when the call gets to 20 to 30 minutes, it becomes so awkward that we both mutually agree to end the call.
The symptoms occur:
The symptoms do not occur:
I reported this to Three twice. Despite the above symptoms, which rule out a problem with my iPhone, eSIM or local mast infrastructure, Three customer services focus irrelevantly on my iPhone settings, eSIM vs physical SIM and known issues with local mast infrastructure in my area.
Therefore I raised a complaint, but all they want to do is offer compensation instead of investigating the issue. When they asked me what my expectations were, I told them twice that I expect them to carry out tests, for example by making a call to me from another network and then monitoring the call at the network level to find the cause of the significant audio delay. They bluntly refused and instead referred me to the Communications Ombudsman, who will award compensation but have no power to fix the issue. I am very unimpressed by Three's lack of action.
I see that this issue was first reported almost two years ago, but Three has since done nothing to fix it.
Three, would you please acknowledge that this is a widespread problem and fix it promptly?
on 11-03-2026 10:08 AM
I'm having the same issue. Three have been useless. I've only been with them since September, I'm trying to get out of our contracts. Despite doing tests when we signed up for contracts in reality, we get one bar service and rely on Wi-Fi calling. They keep blaming our ISP or wifi using the same ISP with a different network Wi-Fi calling as we live in quite a rural area and most networks have poor service in fairness to Three. I have use Wi-Fi calling on the network flawlessly at the same address with the same Wi-Fi. I've also used O2 and that worked fine. So if it is a problem caused by my ISP or my Wi-Fi, I suggest that they need to make adjustments their end. Their customer service leaves lots to be desired as well. They're either pass the buck and suggest it's my problem somehow or as you say you offer a poultry five or £6 back. They don't seem to understand that some people use a mobile phone for more than just a fashion statement. I can't have communication tools to fail to communicate if it's any help I'm in Northamptonshire on the outskirts of Wellingborough.
on 03-03-2026 11:24 AM
This network defect is not improving, but possibly getting worse. I estimate for every 5 minutes of a call's duration, the latency increases by around one second in each direction. So after 20 minutes into a call, the latency is around 4 seconds in each direction, so a total of 8 seconds. This makes it impossible to continue the call. I know other Three customers whom this is affecting too. What is being done about it?
