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

[Jahid]

Any idea when this issue I’ll be resolved? Been struggling all day 

[Paula2]

I had my car serviced today and they couldn't reach me to get it picked up! They had to bring my car to me and charge for it. Will Three cover my expenses?

[Sam10]

I live in Essex and it looks like it’s all over the country rather than just “some” customers !

[DanaThree]

Same I’m in Essex too and can’t call or accept calls 

[Lberesford]

• Hertfordshire also. 

[Waya]

I'm disabled and live alone, my phone is my lifeline. Today I had a fall and of course reached for my phone to get help. I spent just over four hours on the floor, hurt and cold. Your autobot is as much use as a chocolate tea pot. it took me around and around in circles and wouldn't connect me to a human, saying I had to call tomorrow as the lines are closed. what a joke, Thankfully my contract is nearly over, so I can leave and go to a professional company that look after their customers, unlike 3. I've only ever had 1 bar of signal and having done everything you said there's still one bar of signal. Ive had my identity stolen when using your app and after today where you can't even keep customers informed of what's happening and your autobot says there's no problem in my area. Ive no trust in you especially as my life depends on my phone. 

[Sam10]

Anymore updates ?!!!  We all feel like we have been left hanging - your last message was 4 hours ago - is this good customer service???

[The-Dog-Father]

No information given, have to find all information the hard way. Not really customer service. I get breakdowns but we need to be kept upto speed on progress. I hope we will all be compensated properly for a very servere disruption and losses

[Jammmyemmma]

I haven’t been able to make or receive calls all day. As a small business owner, this is incredibly damaging. Presumably you’ll be offering us some compensation?

[Shazza45]

Two phones in household on three and both not working for in coming or outgoing calls. I’m in NI and we’ve been given a red risk weather alert and our phones aren’t working! This is unacceptable!