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Three, a mobile network provider that serves over 10 million customers in the UK, has faced a significant outage leading to thousands of reports stating that they have not been able to make or receive phone calls, with a number of customers complaining that they’re unable to connect to the emergency service 999. The company acknowledged the situation and apologised to its customers, adding that they are investigating the problem urgently and that they’re working to resolve it as soon as possible. Although the company stated that emergency data shows that the “majority” of 999 calls are being connected via other networks, it is not known how many customers are affected by the outages.
This outage also appears to have affected users of smaller mobile companies Smarty and ID Mobile, which both use Three’s network. Three’s support team has told customers that they do not “have a timeframe” for a fix. Customers who have been affected by the outage are advised by Three to try using another network or a landline for emergency services if they have any issues as it may prevent genuine calls being answered quickly. The regulator Ofcom stated that it is aware of the problem and is in contact with Three to establish the cause of the problem as soon as possible.
Many Three customers have expressed their frustration on social media, with some claiming that they have missed medical appointments, and others sharing that the failure to connect 999 calls has left their loved ones stranded. Several customers have even claimed that they are considering leaving the network altogether. Ofcom’s website states that it may be appropriate for providers to offer refunds while repairs are being made, but it’s not known if customers will be able to claim compensation for the outage.
This significant outage comes a month after the UK regulator approved the merger of Three and former rival Vodafone in a £16.5bn deal. It also occurred on the same day as an AI tool, ChatGPT, faced a major outage. Three has recommended its customers not to test 999 calls from their devices as it may prevent genuine emergency calls being answered quickly. They have assured their customers that they are working hard to fix the issue as soon as possible
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