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

[Pontypwllad]

DanniD 

There is an obvious large issue within the Three network that no one is willing to admit to. Please take your head out of the sand and deal with it, it’s getting extremely frustrating. 
ps please take time to read all the complaints in 3 community 

[MisfitMia]

Appears to be happening again 07/02/25, unable to make calls

[Joolz]

I have a permanent emergency calls only on my husbands phone ( not a smart phone) but mine is ok, I'm getting increasingly frustrated, on 3rd sim card and no further forward, any change for you or should he just leave network all together?

[JonathanB]

Hi @Joolz,

Sorry to hear about the issues with your husband's phone recently. For issues with making/receiving calls the best starting point I can suggest is the advice on this article: How to ensure your phone is ready for the 3G switch off as this covers lots of relevant troubleshooting. Please let us know if any of the advice there helps.

The January outage was resolved a month ago now, and has over 100 pages of responses now, so it's not the best space for us to help look into individual issues. I think you may be best to start a new topic as that conversation will be easier to follow.

Thanks,
Jonathan

[PeteG]

Hello, Mia. 

Welcome to the Three Community. 

It doesn't appear that the issue has come back. It's likely something else causing the issue for you. I'd recommend restarting the phone, and if that doesn't help, it would be a good idea to go into the reset menu and perform a reset of the network settings on the phone. 

Pete. 

[Joolz]

Could you help with a permanent "emergency calls" on my husbands phone, has been like this since the "problem" a few weeks back both phones went off, 24 hrs, mine came back on, his did briefly, then went off again. Then I discover by myself, no communication ot notice from three, that they no longer support Nokia! So today I bought him a sim free phone TLC and still nothing.

Please help 🙏 

[Pontypwllad]

• PeteG
• This definitely a Three glitch , why are so many customers complaint about it ? Stop denying it and just fix it please.

[YorkyPablo]

@Pontypwllad Are you with Sky Broadband using a white Max 6 hub?   I am and had this problem but replaced the white hub with the older black router and the problem was resolved. There is a known problem with the white router which requires Sky to carry out a remote fix.

[Pontypwllad]

No im with OGI… But this intermittent issue I mentioned is happening to my friend and her daughter. All of us are with 3. It’s becoming an absolute joke now, and nobody in three will listen 🤬