Three Mobile Network Outage Leaves Thousands Unable to Make Calls
Mobile network Three has apologised after thousands of customers across the UK reported issues making and receiving calls, with some unable to connect to emergency services. The outage, which began on Thursday, 23 January 2025, affected both Three and its subsidiary networks, including Smarty and iD Mobile, leaving users frustrated and unable to access essential services.
According to reports, over 10,000 customers logged issues on Downdetector, with the first problems reported around 1pm. While Three confirmed that data services and most 999 calls were unaffected, some users claimed they were unable to reach emergency services. The company acknowledged these reports and launched an investigation, stating that a “normal volume” of 999 calls were connected, but it is taking the issue “very seriously.”
The outage also coincided with Storm Éowyn, which caused further disruptions to services in some areas. Three deployed additional engineering resources to address the storm-related issues and assured customers that services had “almost returned to normal” by Friday morning. However, some localised problems persisted due to the storm.
Customers expressed frustration on social media, with some stating they had missed medical appointments or were unable to contact loved ones. Others criticised the network for not receiving the government’s emergency weather alert, which was sent to millions of people in affected areas ahead of the storm.
Three has not yet confirmed whether affected customers will receive compensation, but Ofcom guidelines suggest that refunds “may be appropriate” in cases of prolonged service disruption. The regulator is also in contact with Three to assess the scale and cause of the issue.
This incident comes just a month after Three received approval for its £16.5bn merger with Vodafone, a deal expected to improve service quality and investment in infrastructure. However, the outage has raised concerns about the network’s reliability, particularly during emergencies.
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