Major Three UK network outage on January 23, 2025, disrupts voice calls. Thousands report issues, impacting Smarty, ID Mobile. Potential compensation options for customers.
On January 23, 2025, Three UK experienced a significant network outage that primarily impacted voice call services. The disruption began around 1:05 PM GMT, with a surge of user reports indicating widespread problems. Downdetector, a website that tracks outages, recorded over 11,000 reports from users experiencing issues with the Three UK network.
The outage also affected related networks that rely on Three’s infrastructure, such as Smarty and ID Mobile. While Three UK stated that data services and emergency 999 calls remained functional, some users reported encountering difficulties even with emergency calls. The company acknowledged the issue and communicated that their team was actively working to resolve it, though a specific timeframe for resolution was not provided.
Reports indicated that the outage was widespread across the UK, with a concentration of issues in major urban centers including London, Birmingham, Manchester, and Glasgow. This widespread impact suggests a network-level problem rather than isolated incidents. The situation is reminiscent of a previous major outage experienced by Three UK in February 2024, raising concerns about the network’s stability.
Customers affected by the outage may consider filing a formal complaint with Three UK to seek potential compensation for the disruption. According to Ofcom, the UK’s telecoms regulator, it ‘may be appropriate’ for providers to offer refunds while repairs are being made. If the issue remains unresolved after eight weeks, customers have the option to escalate their complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Three UK has provided general troubleshooting advice to customers, such as restarting their devices and checking the network status. However, the underlying technical problem necessitates a fix at the network level. The company’s support team is actively responding to customer inquiries and providing updates on social media platforms.
The Independent reported that customers expressed frustration over being unable to make or receive calls, impacting communication with friends and family. One person claimed they had ‘missed a medical appointment’ as a result of being unable to receive calls, while another said the issues had left their daughter ‘stranded’. And several people have claimed they would be leaving the network altogether.
Three has around 10.5m customers across the UK, according to its website, but it is unclear how many of them are affected by the outages.
It also comes a month after the UK regulator gave the go-ahead for Three to merge with former rival Vodafone in a £16.5bn deal.
Sources: https://www.techradar.com/news/live/three-uk-down-january-2025
https://www.bbc.co.uk/news/articles/cpdx1l755wdo
https://www.independent.co.uk/tech/three-down-3-not-working-calls-phone-b2685152.html