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

[David6301]

I would like to talk to someone about compensation 

[robertm1988]

I use pay as you go, last time this happened I was randomly given an extra day to use my data pack. They might do similar again.

[sc1999]

This has been raised recently and the ofcom link is below but, as Cilla would say, surprise surprise 3 have not signed up to the scheme.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat....

A lot of people joined 3 as they are/were cheap and we've got what we paid for.

[PeteG]

Hello.

This scheme isn't something we've opted out of. It's simply not made for 4G of 5G networks. It's for fixed broadband/landline services only. 

All of the companies that are signed up to the scheme are signed up for their fixed services only, and their 4G/5G services are not involved. 

Pete.

[Anonymous]

The way things have been since Decembers outage it’s just as well for Three  that they haven’t. Personally I’m not too bothered about compensation because it hasn’t impacted me as much as many (although I STILL have to toggle flight mode on and off before I can make a call). I just want to be able to pick up my phone and make a call without wondering whether it’ll work or not. Is that too much to ask?

[Anonymous]

Wouldn’t we all but this isn’t customer service. You’ll need to call 333 or start a live chat. 

[sc1999]

I would like to know why the update, and sort of apology, on 3's website is buried under an ad for the S24 ultra. It seems selling mobiles is more important than apologising and updating their customers. Or perhaps they hope potential customers don't go beyond the S24.

[Shring]

My 5G home broadband was down for about 90 minutes again today.  Fingers crossed.

[goldensungirl]

Experiencing the same thing today. 4G finally seems to be working. Has really affected my ability to work this morning as the train WiFi was down, so I couldn’t use my iPhone hotspot.

[Anonymous]

Same here! I’m retired so not impacted as much as some but to try to make a call and have to jiggle aeroplane mode on and off multiple times is a pain. Ironically my Three broadband is working fine!🤷‍♂️🤷‍♂️🤷‍♂️