Three Apologizes as Over Ten Thousand Customers Face Mobile Service Outage

Three, one of the major mobile network providers in the UK, has issued an apology after more than ten thousand users reported a disruption in mobile services. Downdetector, a platform that monitors network outages, recorded over 12,000 complaints about issues with calling and mobile data usage.

This incident marks the third consecutive day of service disruptions for Three, with apologies issued on both Saturday and Sunday for similar problems. The network acknowledged the ongoing issue, stating, “Following an issue with our network that started earlier, services are recovering.” However, they expressed regret for the inconvenience and mentioned that engineers are actively working to resolve the problem.

Despite having around 10.5 million customers across the UK, the exact number affected remains uncertain, as those relying on mobile internet may struggle to report the problem. Customer service channels are also currently unavailable, urging users to check social media for updates.

The outage has not only impacted Three’s direct customers but also users of smaller providers operating on Three’s network, such as Smarty, with 800 reported incidents according to Downdetector.

It remains unclear whether affected customers will be eligible for compensation. Telecoms regulator Ofcom suggests that providers may consider offering refunds during service disruptions.

This recent series of outages occurs amidst an ongoing investigation by the Competition and Markets Authority (CMA) into a proposed merger between Three and Vodafone. The regulatory body is scrutinizing potential impacts on consumers, including reduced choice or higher prices, as the merger would create the UK’s largest mobile network. The companies, however, emphasize the positive outcome of the deal, promising an additional £11 billion investment in the UK.