Why is my call dropping at 60 minutes?

[Xxbeckybabesxx]

Hi I’ve just got off the phone to a 3 representative who states it’s never been 120 minutes and that it’s always 60 minutes. This is not true. It’s been like this for a few weeks now. If I ring things like CAB they take longer than an hour to call. So it’s impossible. Why were us customers not made aware of this change? 

[MZone]

A screenshot to confirm outgoing voice call for 1hr28m. 

[Anonymous]

Well you’re definitely not Billy no mates like me lol. 😉

[MZone]

Ha ha unfortunately it was work related. 

[MZone]

Just to confirm I was on a call for 1hr 15 mins yesterday with no issues. 

[JonathanB]

Awesome @MZone thanks for confirming this. I checked this out and confirmed the limit is 2 hours, and a couple of colleagues tested just to be sure.

I think most likely as the example given here is CAB, there's likely a limit on how long they'll allow calls to queue.

Thanks,
Jonathan

[Xxbeckybabesxx]

Hi thank you for your response. It seems Three in India doesn’t correspond to three in the uk as they are adament I’ve never made an outgoing call that lasts more than an hour. No it’s nothing to do with CAB. Three customer service and I’ve contacted you Multiple times have said it’s 60 mins and this is apparently standard with all networks. Which I know is wrong. It’s been happening for a few weeks now. I’ve also noticed someone else on community here asked the same question so I’m not alone. It’s happening on all calls upto 60 mins 

[JonathanB]

Hi @Xxbeckybabesxx,

I'm sorry to hear this, and happy to take a closer look into the situation. I think based on what we've seen it's more likely that there's either a limited issue affecting some customers, or there's limits imposed by the party being called.

The vast majority of calls on the network are far shorter than one hour, but I totally understand between queueing to be answered, and that a conversation with the CAB this could be far longer than the average personal call.

@MZone and some colleagues are confirming they've made recent calls which lasted longer than an hour, and as @Anonymous has confirmed from T's and C's, 2 hours is the actual intended limit.

I'll take this away and make some more enquiries, and I apologise again if you've heard any incorrect info from customer services. It doesn't excuse this by any means, but I suspect this is a very rare enquiry for them. I've fed this back when you first raised the concern though, so we'll hopefully have that cleared up for the future.

I'll have a look into how we can query this from a technical perspective. In the meantime, just to confirm, you've made several calls to different numbers recently which have been cutting off at precisely 60 minutes?

Thanks,
Jonathan

[Xxbeckybabesxx]

Hi Jonathan thank you for the response. I have today looked at my billing and noticed it all started 21st March 2024. I have provided a screen shot to show you. Also of a call with my mom and you’ll see it cuts off after an hour so I have to ring back. I ring my mom an awful lot due to my disability hence the longer calls 🤣

when I contacted three back a few weeks ago they were adament I have never made a call over 1 hour long. I looked today and can see lots before 21st March.

today I spoke on the phone with a friend for 1 hour 20 min and she is with three and has no issues. 
If this can be looked at i would really appreciate it as if its in the terms and conditions then not being given the correct promise. If someone from three could call me that’s in the uk I would really appreciate it. 
thanks 

[PeteG]

Hello.

That's quite a strange issue to be having. You mentioned that the issue started on the 21st of March. Have you started using any new accessories or applications with your phone since that time? 

Can you also confirm what happens when the call ends? Does the phone do anything notable? Or does the ending of the call happen in the exact same way as a call would normally end? 

Pete.