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

[NASG]

DanniD, don't you think it would be more appropriate to tell the truth? As a business we have drivers all over the UK currently and none of them are able to make or receive calls. This is not just affecting 'some' customers:-

[Shak33]

Cannot make phone calls since this morning. Cannot even contact 3 customer serve.

[slh]

Thanks Danni for the (late) Acknowledgement at least, btw it's def more than "Some" customers it's feels/looks like (from all the other posts on Every social media outlet and this thread) that it's gonna probably be "most if not all customers" (Nationally by looks of it) and also inc associated networks" that can't make or take "calls" ...voice calls today. (this pm)

So I hope Three are not trying to downplay what is by the looks of it a pretty major outage affecting many more than being admitted, Countrywide. 

But We do appreciate you are just trying to (tactfully) inform this group the team are on it and I sincerly wish them a speedy resolution to whatever it is. 

[Sam10]

well said !! 

[Kelly81]

I've been having the issue for mist of the day so why has it took so long for one of you to put out a statement amd try to now fix the issue. It is happening far to much not being able to receive or make a call. I will definitely be moving to a different provider once my contract is up

[Queenie82]

It’s unacceptable stuck out in the country side with a mast actually across the way and still this is happening! Are we going to be compensated for this ? Further more its a safe guarding issue as cannot reach out for help can barely use this site without system lagging !

[steveorridge]

looking at the messages coming in this seems to be widespread

[ScientificMum]

heh Steve - not sure I am posting my additional message below in the right way... so popping it after yours...hope this works...

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.