Three Mobile and iD Mobile down UPDATES: Storm Eowyn poses threat as UK provider says network urgently probing outages
THREE Mobile has assured customers that services have "returned to normal" - with reported outages dipping to just 200.
Users were left seething yesterday when the phone stopped working properly, leaving tens of thousands of Brits unable to make or receive calls.
The network provider has more than ten million mobile customers across the UK.
But more than 10,000 users reported issues yesterday, according to Downdetector.
iD Mobile, a British mobile virtual network operator operating as iD Mobile Limited and operating under the Three network, also experienced thousands of reported outages.
But cases started to dwindle overnight, and now only 200 customers say they are still affected by the glitch.
A Three spokesperson said: “Following 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 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.
Most read in Money
"|We apologise sincerely for the inconvenience caused by the issues on our voice network yesterday.”
Follow our blog below for all the latest updates ...
How do I check the service status of Three Mobile?
Three Mobile has a dedicated web page where you can find out if there are any problems in your area.
Three Mobile offers customers a service update page on their website.
To then find out if there are any problems, simply enter your postcode.
This aims to keep customers in the know and should confirm when any issues are resolved.
Am I entitled to compensation?
If you’re suffering issues with your internet, call or mobile services then you may be entitled to compensation.
Internet firms usually pay out £8 for each say that broadband and phone service is not repaired after two full days of no service.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
If you’re without service for a sustained period of time then you may have the right to leave without incurring a fee.
Factors that can affect internet signal
According to ThreeUK, the following can affect your signal:
- Building materials
- Issues with your device or account
- Location
- Extreme weather
- Temporary structures
- Temporary network outages
When was the last time Three mobile went down?
The last time The Sun reported on a Three mobile outage was in February last year.
Thousands of customers were left without internet and service in the network’s third outage in weeks.
The last of the outages lasted several days, with mobile phone users left fuming.
Which other providers use Three’s network?
SMARTY and Superdrug Mobile also piggyback off Three’s network.
Over one thousand SMARTY customers are reporting issues with their devices on Downdetector, which measures outages.
The number of customers reporting issues is falling stubbornly, with just 303 users still struggling.
Issue dying down
Just 400 Three users now say they are experiencing issues with the provider, according to .
Meanwhile, just 74 iD Mobile punters say they are having problem with their signal.
At the former's peak, more than 10,000 users were rocked by the disruption yesterday.
How to complain about your mobile provider
You can complain to about your broadband provider by find the customer service number on its website.
Customers on Three can call 333 from their phone or 0333 338 1001 from another phone.
You can also speak to them on live chat via the website between 8am and 10pm Monday to Friday and 9am to 8pm on weekends.
You can check the network status in your area on the .
You will need evidence of any complaint.
If the supplier doesn't resolve the issue within eight weeks or your unhappy with what they say, then you can take it to one of two Alternative Dispute Resolution ADR schemes.
How to cut mobile phone bills
- Look at getting a contract from a provider outside the “big four” – EE, O2, Three and Vodafone. These are usually at the more expensive end of the market, particularly for low data deals.
- If you’re coming up for a new deal with your current provider, shop around on price comparison sites to see if what they’re offering is good value for money. If it’s not, you can try haggling them down to a cheaper price.
- If you’ve got the money, trying buying your phone outright too rather than paying it off over the contract term. It could save you £100s.
Three addresses whether or not customers will receive compensation
Customers who have been impacted by the outage need to contact Three Mobile directly to claim compensation, either by calling or using their online live chat service.
Today, the network has said that services have “almost” returned to normal.
How do I check the service status of Three Mobile?
Three Mobile has a dedicated web page where you can find out if there are any problems in your area.
Three Mobile offers customers a service update page on their website.
To then find out if there are any problems, simply enter your postcode.
This aims to keep customers in the know and should confirm when any issues are resolved.
Am I entitled to compensation?
If you’re suffering issues with your internet, call or mobile services then you may be entitled to compensation.
Internet firms usually pay out £8 for each say that broadband and phone service is not repaired after two full days of no service.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
If you’re without service for a sustained period of time then you may have the right to leave without incurring a fee.
Three Mobile say issue 'returned to normal overnight'
A spokesperson said: “Following 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 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 yesterday.”
National issue
Multiple fire services across the country yesterday revealed they were aware of the widespread issue.
Current advice for network users is to try a different device to call 999 if they face problems.
Nottinghamshire Fire and Rescue Service posted on X: “We’ve been informed of a national issue affecting mobile phone users on Three mobile network. Anyone on the network may be unable to dial 999. If you need to call 999 use another device that has a different service provider, Do not dial 999 to test if your network is working.”
While the National Fire Chiefs Council said: “We are aware of the issues affecting the Three mobile network, with some customers reporting that they can’t make 999 calls. If you have problems reaching 999, please try to use a landline or another mobile with a different service provider.
Despite the warnings being put in place, many have commented their fear for those in an emergency, with few people owning landlines.
Three mobile urge users to not test 999
A Three spokesperson told the Sun: “There is an ongoing issue affecting a small percentage of voice services and we are working hard to fix it. Data services are unaffected.
“We are aware of a number of reports that customers have not been able to connect to 999 calls. Data from the emergency services shows that normal volumes of 999 calls being placed via our network are being connected.
“We are taking these reports very seriously and are investigating this urgently and we apologise if anyone has been unable to successfully contact emergency services.
“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.”
What we know so far
The latest update hasn't revealed much more than we already knew.
There is currently no time frame for when the problem will be fixed or whether compensation will be offered to those impacted.
Anyone wanting to report the problem could try to get in touch with the network provider via live chat.
However, it is clear the company know of the main issues that need to be resolved.
Emergency services have also issued warnings to anyone trying to call 999 to use a different device on another network if they struggle to get through.
Members of Three's team are continuing work to find a solution.
For those who have made it this far into the evening, thank you for joining us.
We will be reporting more tomorrow if the issue persists.
Three mobile updates users
In its latest update via a social media post, Three has confirmed their teams are "still working" to fix the "ongoing issue".
The network is taking "reports very seriously" and "investigating" issues with contacting the emergency services.
A specific deadline for when customers can expect the problem to be fixed has still not been confirmed.
The full post reads: "UPDATE: 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 1/3
"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 2/3
"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 3/3"
National issue
Multiple fire services across the country have now revealed they are aware of the widespread issue.
Current advice for network users is to try a different device to call 999 if they face problems.
Nottinghamshire Fire and Rescue Service posted on X: "We've been informed of a national issue affecting mobile phone users on Three mobile network. Anyone on the network may be unable to dial 999. If you need to call 999 use another device that has a different service provider, Do not dial 999 to test if your network is working."
While the National Fire Chiefs Council said: "We are aware of the issues affecting the Three mobile network, with some customers reporting that they can’t make 999 calls. If you have problems reaching 999, please try to use a landline or another mobile with a different service provider.
Despite the warnings being put in place, many have commented their fear for those in an emergency, with few people owning landlines.
Most problems related to calls
With Three mobile's coverage tracker still down, it is difficult to know how many users have been impacted by the incident.
According to Downdetector, nearly 90 per cent of those that have reported the issue to their independent site have experienced problems with voice calls.
Just over ten per cent have been impacted by a lack of signal and even less by internet.
The latest figures from the site suggest over 4,000 are still experiencing outages.
With no access to calls or texts, one user on X has even described their device as being turned into an "expensive clock".
Further apologies
Mobile network Three has relayed its latest information to social media users.
The account said: "We're really sorry if you've been affected by this."
People online seem to be getting more and more exasperated with the lack of explanation.
One X user wrote: "I'm trying to organise my mother's funeral and I can't make, or receive, a single call. It's appalling."
Another revealed: "Still got my text today though saying my bill is due. Cheers..definitely no call service."
Someone else wrote: "I missed a medical appointment because I couldn’t speak to the doctor. Great service."
Three mobile urge users to not test 999
A Three spokesperson told the Sun: “There is an ongoing issue affecting a small percentage of voice services and we are working hard to fix it. Data services are unaffected.
“We are aware of a number of reports that customers have not been able to connect to 999 calls. Data from the emergency services shows that normal volumes of 999 calls being placed via our network are being connected.
“We are taking these reports very seriously and are investigating this urgently and we apologise if anyone has been unable to successfully contact emergency services.
“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.”
Eight hours and counting
The first reports of the network issue were just after 1pm meaning those impacted have been subject to nearly eight hours and counting.
Some fire services have even been forced to get involved and provide updates.
Cheshire Fire and Rescue recently posted an update on their socials: "We have been made aware of a national issue affecting mobile phone users on the Three mobile network.
"You may not be able to dial 999 so if you need to, please use a landline or another mobile with a different service provider."
Three apologises for 999 outage
Earlier today the network provider confirmed that emergency calls should continue to go through.
However, the problem may be worse than first thought with some customers posting videos showing their mobile not being able to do so.
A spokesperson for Three mobile has finally acknowledged this.
They told TechRadar: “We are aware of a number of reports that customers have not been able to connect to 999 calls. We are taking this very seriously and are investigating this urgently and we apologise if anyone has been unable to successfully contact emergency services.
"Call data from the emergency services shows that the majority of 999 calls being placed via our network are being connected via other networks."
Latest update from Three UK
As customers have continued to gripe in the comments section on X, formerly known as Twitter, Three mobile has given an update.
The social media account said: "We're aware of an ongoing issue affecting a small percentage of voice services and are working hard to fix it.
"Data services are unaffected. We're really sorry if you've been affected by this."
Ongoing problem
A number of those affected have revealed they are still struggling to make and receive calls.
Some have even had trouble receiving the emergency weather alert that was meant to sound from their phone ahead of Storm Eowyn.
One customer said: "It’s not a small percentage. Most people I know on Three can’t make or receive calls. Haven’t received a Gov emergency alert either which is concerning."
Some who have opted for Smarty and iMobile have also been impacted as their providers use Three's network.
How to cut mobile phone bills
- Look at getting a contract from a provider outside the "big four" - EE, O2, Three and Vodafone. These are usually at the more expensive end of the market, particularly for low data deals.
- If you're coming up for a new deal with your current provider, shop around on price comparison sites to see if what they're offering is good value for money. If it's not, you can try haggling them down to a cheaper price.
- If you've got the money, trying buying your phone outright too rather than paying it off over the contract term. It could save you £100s.