Mobile network provider Three has confirmed that a technical issue is currently affecting voice call services for a number of its customers across the UK. The company, which recently merged with Vodafone to form the country’s largest mobile network, acknowledged the problem early Wednesday morning, leaving many unable to make or receive phone calls.
The disruption, which does not appear to affect mobile data services such as 4G and 5G, was first flagged by users shortly after 9:00 am BST. Independent outage monitoring platform DownDetector reported a sharp spike in complaints at around 9:30 am, with over 9,000 incidents logged in a short span of time.
Three addressed the issue in a statement posted to X (formerly Twitter), confirming that “an issue affecting voice services” had been identified. However, the company did not specify the exact number of customers impacted by the outage. With approximately 11 million customers on its network, the scale of the disruption remains unclear.
“We are aware of an issue affecting some customers’ ability to make and receive calls,” Three stated. “Our engineers are working urgently to restore full service as quickly as possible. We apologise for any inconvenience caused.”
Data Services Working, But Frustration Grows
While Three insists that mobile data services are functioning as normal, some frustrated customers have taken to social media to report difficulties not only with calls but also with data access. Others shared concerns over being unable to make important calls, including contacting hospitals or breakdown services.
One user posted on X, “I missed a call from my GP and now I can’t call back. This is unacceptable.”
Another wrote, “I rely on my phone for work — can’t make or receive calls and no clear update from Three. Data is patchy too.”
The outage has also affected smaller mobile operators that rely on Three’s network infrastructure, including iD Mobile and Smarty.
iD Mobile confirmed on its website, “We are aware of an ongoing issue with voice services for some customers. Our technical teams are working closely with our network partner Three UK to resolve the problem.”
Smarty issued a similar message, stating that it was “aware of an issue affecting voice services” and that work was underway to fix the fault.
Recent Merger and Previous Issues
The outage comes just weeks after Three completed its long-anticipated merger with Vodafone, creating the UK’s largest mobile network with approximately 27 million customers combined. Vodafone customers have not reported issues during this incident, suggesting the problem is isolated to infrastructure operated by Three.
This is not the first time Three has faced criticism over service reliability. In January, the company launched an investigation after a small number of customers reported being unable to contact emergency services during a separate network outage. That incident raised serious concerns over network resilience and the need for robust safeguards to ensure access to essential services during technical failures.
Industry Response and Consumer Rights
Telecommunications experts say network outages, while not uncommon, can be disruptive, especially when they affect the ability to contact emergency services or interfere with essential communications.
“Modern mobile networks are complex, and occasional outages are inevitable,” explained James Wright, a technology analyst at the UK-based firm Digital Insights. “However, transparency and rapid response are critical to maintaining public trust, especially when millions of people rely on their mobile phones for work, health, and safety.”
Under UK regulations, customers experiencing significant service disruptions may be entitled to compensation, although the specifics depend on the length and severity of the outage.
Consumer watchdogs have urged Three to provide clear updates and compensation where appropriate.
Three’s Ongoing Efforts to Restore Service
Three has yet to provide a timeline for when full service will be restored. In its latest statement, the company assured customers that engineers were working “around the clock” to resolve the problem.
“We are treating this issue with the highest priority and will share updates as soon as we have them,” a spokesperson added.
Broader Implications
With the recent Vodafone merger, industry observers will be watching closely to see how the new combined network handles future challenges. Some experts have warned that integrating two major telecom infrastructures could lead to unforeseen technical hiccups in the short term.
For now, customers are advised to use alternative communication methods, such as internet-based messaging apps, where possible. Three has encouraged affected users to monitor its website and social media channels for further updates.
As the UK’s reliance on mobile connectivity continues to grow, today’s outage serves as a reminder of the vulnerabilities that can disrupt even the largest networks.
