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The MOBILE Three network is down and thousands of customers are complaining that they cannot make calls, send texts or access the Internet
DownDetector outage tracking reports that over 2000 three users complained about lack of service
DownDetector relies on customers to actively tell it that they are having problems with a particular service
According to the site, the problems seem to start around 9 a.m. this morning, peaking at 9:30 a.m. before leaving at 10 a.m.
The outage affects customers across the UK, in cities like London, Glasgow, Liverpool, Bristol and Birmingham
Around 51% of customers who complained said they had problems with their phone, while 25% had problems getting the signal
But if you think that a failure has caused you significant problems or if you have waited a long time for a repair to take place, you should complain
You will need to give your supplier a « reasonable opportunity » to resolve the issues, according to the Ofcom regulator
If your provider fails to fix the problem within the allotted time or you are not satisfied with the time it took to fix it, you should follow the official complaints procedure for the network
If you have been without service for a while, you may be able to leave without paying an exit charge
Make sure you have screenshots on your phone that can be used as proof of the failure and that you have noted how long you have not been able to use your phone
You should also be specific about the additional costs caused by the outage, as you may be able to get your money back for those as well
It is worth submitting copies of any receipts or invoices proving expenses you had to make due to the outage, as this will strengthen your complaint
If your issue is still not resolved after eight weeks, you can submit your complaint to an independent Alternative Dispute Resolution (ADR) system
According to the monitor, up to 22% of the complaints recorded come from customers who have difficulty accessing the Internet
Frustrated Three users took to Twitter to express their anger at being without a working phone
One user wrote: « Oh great, @threeUK is completely down again I will change in February »
Rebecca added: « My data suddenly got disconnected about 30 minutes ago and despite restarting my phone a few times it still does not work »
A user from Durham wrote: « What happened to the service this morning? No signal, unable to make / receive calls, text etc. I live in Durham «
The outage comes when many people depend on the service to work from home, according to government coronavirus guidelines
Amy said: « Hi @ThreeUK it is becoming impossible to work from home without service
The Sun checked a London postcode on the network’s service page where it said it was working to resolve an issue in the area
Three add that updates to the works will be posted on the service page of their website
A spokesperson told The Sun: « We are aware of a problem with the network and are working hard to resolve it
« We know how vital communications are at the moment and we are sorry for any inconvenience caused »
Trois did not specify what caused the problem or when it will be fixed
Three Mobile has a service checker so you can see if there is a problem in your area or across the country
You must enter your zip code so that it can give you an update for your region
If you want to make a complaint, you can do so by phone, web chat or letter
Not the only network to suffer an outage In August, Vodafone customers were unable to make calls or use 4G internet for more than two hours
IT issues are plaguing banks, tooHSBC’s banking app was shut down for thousands of account holders earlier this summer
The TSB website and app also crashed for three hours in April, leaving customers struggling to log in
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World news – UK – Three networks down as thousands of customers say they can’t make calls or SMS
