{"id":40675,"date":"2025-01-23T15:14:38","date_gmt":"2025-01-23T15:14:38","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=40675"},"modified":"2025-01-24T08:27:58","modified_gmt":"2025-01-24T08:27:58","slug":"mobile-network-operator-three-uk-suffers-calling-outage","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/01\/mobile-network-operator-three-uk-suffers-calling-outage.html","title":{"rendered":"Mobile Network Operator Three UK Suffers Calling Outage UPDATE7"},"content":{"rendered":"

Some customers of mobile operator Three UK<\/a> are this afternoon being impacted by a partial network outage, which is preventing them from making or recieving calls (this often returns a “call failed<\/em>” message). But 999 (emergency) calls and data (mobile broadband) connectivity, including related IP based calls (e.g. WhatsApp), continue to function.<\/p>\n

A spokesperson for Three UK<\/a> said on social media<\/a>: “We’re aware of an issue affecting a small percentage of voice services, our team are working hard to fix this as soon as possible. We’re really sorry for any inconvenience caused. Data services and 999 calls are unaffected, please bear with us<\/em>.”<\/p>\n

The fault itself appears to have started at around 1pm today and is still ongoing now. In addition, it’s worth considering that the phrase “small percentage<\/em>” will still represent a significant number of users from an operator with a customer base of c. 11 million. Complaints have been coming in from right across the UK.<\/p>\n

UPDATE 3:56pm<\/strong><\/p>\n

The issue also appears to be impacting Three UK<\/a>’s MVNO partners, such as Smarty<\/a> and iD Mobile<\/a>.<\/p>\n

UPDATE 5:09pm<\/strong><\/p>\n

We asked Three UK if they knew when the issue might be resolved, but we just got sent roughly the same statement as they’ve already given online. A spokesperson for Three UK said (again): \u201cWe are aware of an issue affecting a small percentage of voice services and are working hard to fix it. Please accept our apologies for any inconvenience caused. Data services and 999 calls are unaffected, please bear with us<\/em>.\u201d<\/p>\n

UPDATE 7:25pm<\/strong><\/p>\n

Still no new updates from Three UK and we’ve now seen several people reporting, contrary to the operator’s earlier statement, that 999 calling is being impacted for some users too. In addition, some users are reporting that WiFi<\/a> Calling has also been disrupted, albeit not yet enough feedback to fully confirm. All of this happening just before a major storm system is not ideal.<\/p>\n

Situations like this represent, in our view, a strong argument for Ofcom<\/a> to intervene and force operators to be more transparent with the causes of major outages and to issue regular updates.<\/p>\n

UPDATE 7:32pm<\/strong><\/p>\n

One of our industry sources has informed us that Three UK have identified the fault and is in the process of deploying a fix to the impacted network component. We understand this took place between 5pm and 6pm, but so far we’re not seeing a significant improvement in the issue.<\/p>\n

UPDATE 24th Jan 2025 @ 7am<\/strong><\/p>\n

Catching up a bit from last night. Three UK deployed additional changes to their network at around 9pm last night in order to restore service, although their internal testing showed that uses were still experience issues with making and receiving calls. A few hours later, at 11:26pm, the operator issued the following social media statement.<\/p>\n

Three UK Statement (11:26pm on 23rd Jan 2025)<\/strong><\/p>\n

Our teams are still working to fix the ongoing issue affecting a small percentage of voice services. Data services are unaffected. We’re aware of a number of reports that customers have not been able to connect to 999 calls.<\/p>\n

Data from the emergency services shows normal volumes of 999 calls being placed via our network are being connected. We’re taking these reports very seriously & are investigating this urgently. We apologise if anyone has been unable to successfully contact emergency services.<\/p>\n

While it is likely your call will connect correctly to 999, if you have any issues please try another network or landline. Please do not try and test 999 calls from your device as it may prevent genuine calls being answered quickly.<\/p><\/blockquote>\n

Since then, there haven’t been any further updates, either from Three UK or our industry sources (most will have been sleeping). But we have seen various customers reporting that calling returned to normal at around midnight, although we’re still seeing some complaints this morning and that may rise as people wake up.<\/p>\n

UPDATE 24th Jan 2025 @ 8:03am<\/strong><\/p>\n

Officially, we haven’t yet had an updated statement from Three UK itself this morning, but they have informed their network partners that services should now be back to “working as normal<\/em>” and that they’re monitoring the situation. A quick look at the Down Detector<\/a> site shows that complaints remain above normal, albeit well off what we saw yesterday, and some of today’s problems could be influenced by the current storm hitting UK masts.<\/p>\n

In addition, if you are one of those people still having problems, then some users have reported being able to resolve it by enabling and then disabling Airplane mode or restarting their mobile. We expect that Ofcom<\/a> will be taking a very close look at those earlier reports of customers facing difficulties with reaching 999, which is not an unfamiliar topic for Three UK (here<\/a>).<\/p>\n

UPDATE 24th Jan 2025 @ 8:27am<\/strong><\/p>\n

Finally, an updated statement.<\/p>\n

A Three UK spokesperson told ISPreview:<\/strong><\/p>\n

\u201cFollowing an issue affecting voice calls yesterday, services have returned to normal overnight. We continue to monitor and review all services throughout today to ensure full stability. However, today we expect to see an additional impact on our service due to Storm \u00c9owyn 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 yesterday.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Some customers of mobile operator Three UK are this afternoon being impacted by a partial network outage, which is preventing them from making or recieving calls (this often returns a “call failed” message). But 999 (emergency) calls and data (mobile broadband) connectivity, including related IP based calls (e.g. WhatsApp), continue to function.<\/p>\n","protected":false},"author":1,"featured_media":31212,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[63],"class_list":["post-40675","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-three-uk"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/113878327604894590","error":""},"yoast_head":"\nMobile Network Operator Three UK Suffers Calling Outage UPDATE7 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some customers of mobile operator Three UK are this afternoon being impacted by a partial network outage, which is preventing them from making or\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/01\/mobile-network-operator-three-uk-suffers-calling-outage.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mobile Network Operator Three UK Suffers Calling Outage UPDATE7 - 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