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

[Queenie82]

It’s unacceptable stuck out in the country side with a mast actually across the way and still this is happening! Are we going to be compensated for this ? Further more its a safe guarding issue as cannot reach out for help can barely use this site without system lagging !

[steveorridge]

looking at the messages coming in this seems to be widespread

[ScientificMum]

heh Steve - not sure I am posting my additional message below in the right way... so popping it after yours...hope this works...

This was an extremely wide spread issue - right across the country it seems reading these messaages.  I was not able to contact 3 either by phone or online and the chat bot was not tuned into giving a service update or sensible response.  The safe guarding issue for many must have been extremely worrying. I am London based and not remote BUT really really struggled with pain managment for a friend who had a knee replacement this week - unable to contact 111 or the GP.  I am extremely disapppointed with quality of communication from 3. It is far below what I would expect from such an established organisation. Considerable organisational internal scrutiny needed.  I am checking out alternative providers - I've been a 3 customer since I got my first mobile phone which is a long time.  I'll certainly switch if there isnt a better response to me as a customer.