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Three UK Ends 14-Hour Network Outage, Directs Customers to Seek Compensation

Customers must contact Three’s care team to determine eligibility for account credits under Ofcom’s case-by-case guidelines.

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Overview

  • Three UK and its affiliates ID Mobile and Smarty fully restored voice and SMS services following a 14-hour outage on June 25.
  • Down Detector logged more than 9,300 reports at peak, with the bulk of issues stemming from call failures and signal losses.
  • The outage halted GP appointment scheduling on the Three network, leading to the cancellation of thousands of appointments.
  • Three has directed customers to contact its care team for compensation eligibility since mobile service disruptions are not covered by Ofcom’s automatic refunds.
  • Ofcom advises that compensation for mobile outages depends on individual circumstances and encourages customers to lodge formal complaints if they remain unsatisfied.