Three mobile down: hundreds of customers unable to make calls, send texts or use internet


MOBILE network Three appears to be down with hundreds of customers complaining that they can’t make calls.

Outage tracker DownDetector is reporting more than 1,700 complaints from Three users.

Three appears to be experiencing issues across the UK

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Three appears to be experiencing issues across the UK

The problems appeared to start at around 9am this morning, peaking at 9:30am when the number of complaints reached more than 1,900.

The outage is affecting customers across the UK, in cities including London, Glasgow, Liverpool, Bristol and Birmingham.

Around 51% of the customers who complained have said they are experiencing issues with their phone, while 25% are having problems getting signal.

Up to 22% of the complaints recorded are from customers who are struggling to use their phones to access the internet.

Can I get compensation if my mobile network goes down?

IF your mobile network goes down then you aren’t guaranteed compensation.

But if you feel that an outage has caused you significant problems or you’ve waited a long time for a repair to take place then you should complain.

You’ll need to give your provider a “reasonable opportunity” to deal with the issues, according to regulator Ofcom.

If your provider fails to repair the fault by a promised time, or you’re unhappy with how long it took to fix it, you should follow the official complaint’s procedure for the network.

If you’re been without service for a while then you may be able to leave without paying an exit fee.

Make sure you have screen grabs on your phone that can be used as evidence of the outage and that you’ve noted down how long you were unable to use your phone for.

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You should also be specific about any extra costs incurred as a result of the outage too as you may be able to get your money back for those as well.

It’s worth submitting copies of any receipts or bills which prove any spending you’ve had to make because of the outage as this will strengthen your complaint.

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Networks have previously offered credit or freebies to customers affected by nationwide outages.

Frustrated customers have taken to Twitter to express their anger at being left without a functioning phone.

One user wrote: “Oh great @threeUK is completely down again… I will be switching in Feb.”

Another said: “What’s the problem this time?! No signal, no data.”

Rebecca added: “My data suddenly disconnected about 30 minutes ago and despite re-starting my phone a few times, it’s still not working…”

One user in Durham wrote: “What has happened to the service this morning? No signal, can’t make/receive calls, send texts etc. I live in Durham.”

The outage comes when many people are relying on the service to work from home, according to the government’s coronavirus guidelines.

Amy said: “Hi @ThreeUK it’s becoming impossible to work from home when you have no service.

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“This is becoming more and more common. What’s going on?”

The network, which has around 10million users in the UK, is yet to confirm to customers on social media that it is experiencing issues.

The Sun has checked three postcodes in London and Leeds on the network’s service page. In all three areas, the provider says that it is aware of an issue.

How to check if Three Mobile is down?

Three Mobile has a service checker so you can see if there is an issue in your area or nationwide.

You need to enter your postcode so it can give you an update for your area.

If you want to make a complaint then you an do via phone, web chat or letter.

Three has a dedicated page on its website where you can find the complaints information.

More to follow…

For the latest news on this story keep checking back at Sun Online.

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