Thousands of customers across the UK have been frustrated and unable to make or receive phone calls due to widespread outages on the Three network. Reports indicate that the disruption has also impacted Smarty and iD Mobile users, smaller mobile providers that rely on Three’s infrastructure.
Outage Reports Surge
Downdetector, a platform monitoring service disruptions, logged over 10,000 reports of issues on Thursday, marking a significant breakdown in service. As complaints flooded social media, affected customers voiced concerns over missed opportunities and disrupted daily routines.
One user expressed frustration, saying they missed a crucial medical appointment due to the outage, while another described their child as “stranded.”
Three Responds, But Timeline Unclear
Three’s customer support team acknowledged the issue in posts across social media, apologising for the inconvenience. “We know an issue affecting a small percentage of voice services. Our team is working hard to resolve this as soon as possible. Data services and 999 calls are unaffected,” the company said on X (formerly Twitter).
Despite reassurances, no clear timeframe for a resolution has been provided. However, at 6 p.m., iD Mobile updated customers that Three engineers had “identified and isolated the suspected issue.”
A Ripple Effect on Dependent Networks
The disruption extended to Smarty and iD Mobile customers, amplifying the frustration scale. These smaller mobile service providers operate on Three’s network, leaving users equally vulnerable to the outage.
In a statement posted to X, iD Mobile said: “We’re aware of a network-wide issue affecting services. Unfortunately, we’re unsure when this will be fixed. However, we’re reporting this to our teams and working to resolve it immediately. We apologise for any inconvenience.”
Customer Compensation Uncertain
With millions impacted, questions about compensation have surfaced. Ofcom, the UK’s communications regulator, advises that refunds or other compensation may be appropriate in such instances but has yet to issue specific guidance for this outage.
The incident occurred just a month after Three’s £16.5 billion merger with Vodafone received approval from the Competition and Markets Authority. The combined network promises to enhance coverage and service reliability, though Thursday’s outage has left customers sceptical.
Social Media Fallout
Social media platforms have been flooded with complaints, highlighting the disruption’s impact on daily life. From professional commitments to personal emergencies, users expressed frustration over the network’s lack of clarity and urgency in addressing the problem.
What’s Next?
As of Thursday evening, there is no definitive resolution, leaving millions wondering when regular service will resume. For Three, the incident tests its ability to handle customer grievances and restore trust, particularly after its high-profile merger.
While Three’s data services and emergency calls remain unaffected, the scale of the outage underscores the critical importance of reliable connectivity in modern life. Customers will undoubtedly expect swift action and more transparent communication in the days ahead.