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]

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.

[ElaM]

I can’t get online. The 5G hub shows lights for power and WiFi and a red light for network. No other lights. I’ve tried calling customer services to no avail and the chat assistant doesn’t help. I’ve reset - several times. I can’t find out if there’s an issue in my area. I don’t have a Three ‘phone - just broadband.

[Psmithson]

There's been a national problem Friday and Saturday but they announced on twitter that it was getting sorted out around 5pm. Maybe it's taking a little longer in your area? 

[ElaM]

Thanks for your teply

[ElaM]

Thanks for your reply. Maybe that’s it. Fingers crossed it’ll be back on tomorrow.

[neil4364]

I joined 3 Home Broadband in June 2023. Absolutely perfect service until Thursday 8th February when things went a lot pear shaped. Very intermittent service and all streaming apps like youtube and BBC iplayer on my two LG smart TV's stopped working. S63 postcode South Yorkshire. Thinking it was my mesh network I set about resetting everything but to no avail. As of tonight (Sunday) I'm still having problems with intermittent service. Router is ZTE.

My wife and I have SMARTY (Three) as our phone network. Very similar problems here too but even worse if you removed the SIM card from the phones and re-inserted. No network at all for hours on end. As of tonight (Sunday) my wife has been unable to make/receive calls whereas my phone has run faultlessly. Can't fathom that one. Summat's up but the network checker says all is good.