Three Mobile users have been encouraged to seek compensation after a protracted network outage that lasted 14 hours. On Wednesday, a myriad of customers reported issues with phone calls and SMS text messaging.
The huge outage caused chaos with customers unable to access the network for hours and also many doctor’s surgeries which used the system for appointments went into meltdown with many thousands cancelled.
According to down detector the Three network has still been sufferings some outages.
Three posted an update via X, previously known as Twitter, stating: “We’re aware of an issue affecting voice services and are working hard to fix it. Data services are working normally. Please accept our apologies for any inconvenience caused.”
The later added: “Following an issue earlier today, Voice and SMS services are now returning to near-normal levels. Data services continue to work normally and we’re monitoring the network closely. We understand how disruptive this has been and sincerely apologise for today’s inconvenience.”
Many customers weren’t able to make voice calls, with error messages stating that their phones “couldn’t connect” to the network. This was also the case on related networks like ID Mobile.
In response to the disruption, a customer enquired: “Will customers be compensated for the loss of services?” Another voiced their concern: “What are we getting for the disruption?”.
A third aggrieved user commented: “I hope we all get compensated from you.” A user said: ” 10 hour outage ….. any compensation ?” Another said: “You forgot to add what are we getting for the disruption?”
In reply to many complaints Three said: ” Hi there, we know how frustrating this outage has been, we’re unable to confirm compensation, however our customer care team can check this for you here.”
People can apply for compensation using this link to customer support, Three said.
While Ofcom does have an automatic compensation scheme in place for broadband and landline customers, mobile customers do not enjoy the same level of protection and often miss out on recompense for such service interruptions.
Uswitch mobile expert Simrat Sharma expressed sympathy for affected consumers, saying: “Three’s reported outages this week will be incredibly frustrating for customers – and it’s understandable that many will be thinking about compensation.
“Ofcom advises that compensation for mobile signal outages is ‘dependent on the circumstances’. But in severe cases where repairs are significantly delayed, customers may be eligible for a refund or account credit,” she elaborated.
“If you’ve endured major inconvenience due to the outage, don’t hesitate to approach your provider to request assistance.”
An Ofcom spokesperson remarked: “Anyone who has been affected by this outage should get in touch with Three directly, and if they are dissatisfied then they can consider logging a formal complaint.”
Down Detector indicated that the problems started just after 08:00 BST, with complaints soaring to over 9,300 at the peak.
A significant 79 per cent of those impacted were unable to make voice calls, and 17 per cent experienced difficulties with acquiring a phone signal.
The disruption has also spread to the ID Mobile and Smarty networks, both of which fall under the ownership of Three UK.
