Calling issue 23/01/2025 [UPDATED]

[DanniD]

Hi everyone,

UPDATE: There is an ongoing issue affecting a small percentage of voice services and we're working hard to fix it. Data services are unaffected.

We're aware of a number of reports that customers have not been able to connect to 999 calls. Data from the emergency services shows that normal volumes of 999 calls being placed via our network are being connected.
We are taking these reports very seriously and are investigating this urgently and we apologise if anyone has been unable to successfully contact emergency services.

While it is likely your call will connect correctly to 999, if you have any issues please try another network or landline.
Please do not try and test 999 calls from your device as it may prevent genuine calls being answered quickly.

Due to this issue, our phone and chat lines are 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

[Clairemcg]

Any idea when this will be fixed? 

[vfitz]

Surely we should have been informed. This has caused some incredible disruption. 

[Bobwhite]

I nearly took it out on my phone blaming it eas that we should of been informed instead of thinking it was our end that was the problem sort it out and can u email or text us when its fixed or os that too much to ask  like

[Bobwhite]

When is this issue going to be fixed eta would be nice then compensation for the down time contracts aint cheap and people rely on there phone jeez

[Sophiahill]

Today was an incredibly important day for phone calls I can’t even call three or receive calls or even make 999 despite full 5g coverage and I’m a disabled priority pay monthly customer this is disgraceful since I don’t like many people have back up or have a landline 

[Ash51077]

It’s more than a few customers! I have 3 contracts with you and not 1 of them has received a text informing us of a problem! 

[Nesh]

And is there any update? 

[Lberesford]

Some customers…. Please be honest. It is extensive & Three should compensate customers for the poor communication & lack of accurate detail. 

[James2025]

This is not just a few customers, it's clearly a bigger issue I agree.

[Mikey1]

What’s taking so long to get our calls back up and running what is three going to do for all their customers unable to receive and make calls what form of compensation is three offering their customers ? As this has been an all day issue and it’s now a joke most of us have had important calls gone unanswered and not even getting messages to tell us appointments missed please this issue needs fixing ASAP