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

[Cyjb20]

I've been having this problem for 3 days now. Absolute joke

[MilsPatel]

Still the Same Problem!

can't receive calls or can't call.
the same problem happened to me a couple of months ago. this time I will change the network it's not worth it.

my postcode is ha2 south harrow London.

[MatSmyth]

Will there be any compensation due to three customers for this outage? 

[dazzingo33]

I also have a Sony Xperia 1 II and calling doesn't seem to work, SMS and data do. I was told to enable Wifi calling but can't see the option in the menu - I know this phone technically supports wifi calling but I'm not sure why the option doesn't appear. It's really annoying and has meant I've had to leave Three.

[Trebor1]

Same here and three other friends on three lincoln boston and skegness 

[Wendykennerk]

Is there a problem with 3 at the minute 

can not make or receive calls ?

[LondonE20]

No ability to make or receive calls London E20

[ScientificMum]

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.

[JonathanB]

Hi Everyone,

Following an issue with our network for a number of customers, services have now recovered. If you're still having an issue, please restart your device to reconnect to our network. We sincerely apologise for any inconvenience caused.

We'll be merging any posts regarding this onto this thread.

Thanks,
Jonathan

Update 12/02 11:40

Some customers may be experiencing issues with our network this morning. Our engineering teams are working hard to fix it.

This issue is impacting our customer service channels, so please check our social feeds for the latest updates.

We are very sorry for the issues with service over the past few days and sincerely apologise for any inconvenience caused.

Thanks,
Jonathan

Update 12/02 1420

Following an issue with our network earlier, services are recovering, but our engineers are working to fully fix it. Our customer service channels continue to be unavailable, so please check our social feeds for the latest updates. We are very sorry for the issues with service over the past few days and sincerely apologise for any inconvenience caused.

Thanks,
Jonathan

[Cyjb20]

Hi I still can't make or receive calls. This is an absolute joke, my wife if pregnant and I need too make phone calls.