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

[PeeBee]

Yes, I know, my anger is directed at Three, except it is impossible to contact them by chat or phone. The world's worst mobile network, I'm switching next time.

[Joshuapalumbo]

Main point: can I cancel my contract without penalty due to terrible service for months on end

With three being down again it is really disrupting my lifestyle. I have asd and need to regularly speak to my social worker, doctors and I haven’t been able to the past three days because three is down. It’s like every month three just goes dark for a day or two then is back. I’m in a pay monthly sim plan and always pay my bill (sometimes late and sometimes in parts due to col) and I believe I’ve paid seven or six bills so I’m just over halfway through my twelve year contract. I don’t want to stay with such a terrible network. The signal by me is always one bar, so it’s useless me paying for unlimited data when I can’t even use it. Can’t get WiFi so it’s my only source of internet. Half the time it can’t even load a page on google. can I cancel and change to a different network without being charged a cancellation fee?

[sc1999]

Try contacting the accessibility team.

Vulnerable Situation Support - Three

[Anonymous]

I doubt very much if they’ll let you cancel without penalty but I could be wrong. You raise various issues in your post which can only be resolved by calling customer service and I recommend you do that sooner rather than later.!

[Ayman]

For some reason my service randomly disappears and airplane mode is not even switched on???? Idk what’s going on pls help.

[PeteG]

Hello Ayman.

Welcome to the Three Community. 

The network was experiencing some issues today which was affecting some customers ability to connect. This should be resolved now, and things are slowly returning to normal.

If you're still having issues, it might be worth trying to restart the phone in order to refresh the connection. 

Pete.

[sc1999]

Not wanting to appear rude but this has been going on for 24 hours so why has it taken so long for anything from 3 to appear on the community?

PS. I will be off in 24 days when my contract is up.

[Anonymous]

Before I can make a call of any kind I have to toggle aeroplane mode on  and off. Then do the same again before I can make another call. Crazy! All networks have problems from time to time and nothings perfect but Three is becoming unreliable which is a shame. 

[sc1999]

Which is why I'm off and I won't be going anywhere near O2's community,

[Anonymous]

I do agree with you that more information could have been made available on here. I get that Three don’t want to publicise their downtime but for their customers,info on here or on their website as to when we possibly could expect a resolution would ease customers understandable frustration and also save guys like me jiggling flight mode on and if to see if it makes a difference. And it would be far better than the “apology for inconvenience” route they currently go down.