Calling issue 23/01/2025 [UPDATED]

[DanniD]

Hi everyone,

UPDATE: Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. Our monitoring has picked up an issue with calls connected via WiFI which we are investigating urgently.

Today, we also expect to see an additional impact on our service due to Storm Éowyn in some areas. We have already deployed extra engineering resources and planning for these areas, so we can bring sites that are impacted back online as soon as it is safe to do so.

A normal volume of 999 calls were connected yesterday and our monitoring confirms the service is working fully this morning.  We continue to investigate the small number of reports that we received about 999 call failures. We apologise sincerely for the inconvenience caused by the issues on our voice network. 

Due to these issues, our phone and chat lines are and will continue to be incredibly busy, so we're aware there may also be issues getting through to the teams at the moment. Please bear with us as we work through this. 

Thanks,
Danni

[Shring]

I finally got through to Three support yesterday evening.  It turns out that after I took out & re-inserted the SIM card on day 1, I had put it back in the wrong way round!  So, I had a brief outage to begin with, that was probably sorted early on, but the rest of the downtime was because of my own finger trouble!  Good luck everyone else.

[Shring]

Monday 12 Feb, 10:30 am & the red network light on the 5G router has returned.  No internet access again. Joy.

[neil4364]

Same here, S63 South Yorks. You are not alone.

[Shring]

Thanks mattjw70.  So it looks like they have not solved the problems then, despite their Tweets to the contrary.

[mattjw70]

Same problem in DL4 shildon co. Durham

Any advice would be appreciated

Thanks 

[Shring]

Thanks ElaM.  How do I contact Home Broadband support?

I tried to login to my Three account and it sends a verification SMS to my SIM, which is in the router, which cannot connect to the network.  Brilliant idea that ...

[ElaM]

I have the same issue in NP7. Customer service don’t answer and the chat assistant is useless. I’m trying to find out in there’s an issue in this area. 

[Shring]

So, where does this leave my problem?

Three UK

@ThreeUK

Following an issue with our network yesterday for a number of customers, services have now recovered. We apologise for any inconvenience caused.

7:16 am · 10 Feb 2024

twitter.com/ThreeUK/status/17562154934996870884

[Shring]

Thanks MZone.  I don't have social media accounts.  The service status for my postcode also says no problems have been reported, hence my post.  Fingers crossed it's the Three network problem that is the cause.  Cheers·

[MZone]

From social media: Our engineers are working hard to fix the intermittent issues some of our customers are experiencing with our network. We apologise sincerely for the inconvenience this is causing.