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

[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