Three users angry over slow response to outage

The network provider says it's suffering from "intermittent service" on Twitter

Three shop sign

Customers of UK network provider Three have reported being unable to use their mobile phones or 4G home broadband services since Wednesday evening following what appears to be a nationwide outage.

Millions of users have been left without a signal or access to data with complaints that Three has been slow to respond.

The company has about 10 million customers in the UK and has received over 8,000 reports of issues from users across the country.

Its website is also down and informs users that it's due to "essential maintenance" and will be back soon. But in a statement, it has confirmed "intermittent service" and gave customers the kind of advice they may have heard in the popular sitcom The IT Crowd...

"Following technical difficulties with our services across voice, text and data, some customers will be experiencing an intermittent service. Our engineers are working to fix the issue and the service is returning to normal, and we expect it to be resolved over the course of the day," said Three. 

"We advise our customers to turn their phones off and on or turn airplane mode on and off, which may resolve the issue."

Despite the outage, many users took to Twitter to seek answers. Three waited until the next morning to post a response.

"We're currently experiencing technical difficulties with voice, text and data, meaning some of you will be experiencing intermittent service. please accept our apologies, we're sorting this out right now. Check back here for updates," the company said. 

Comically, many jumped on the "check back here" part of the message asking how they would do that if the service was down. Others called for refunds while the majority pointed out that it's not intermittent, it's completely down.

"Intermittent being the wrong choice of word there... total blackout more like, whats the crack sort it out," one user tweeted.

Last year the company ranked second for reliability in a Global Wireless Solutions report, second to O2 which suffered a huge outage just before the findings were released.

Outages are a common problem, it's a likely possibility in many industries that have lots of users and are reliant on technology. But the big issue with Three seems very much down to its laissez-faire approach to customer service.

Featured Resources

How to scale your organisation in the cloud

How to overcome common scaling challenges and choose the right scalable cloud service

Download now

Managing security risk and compliance in a challenging landscape

How key technology partners grow with your organisation

Download now

Future of video conferencing

Optimising video conferencing features to achieve business goals

Download now

Improving cyber security for remote working

13 recommendations for security from any location

Download now

Most Popular

How to find RAM speed, size and type
Laptops

How to find RAM speed, size and type

26 Feb 2021
How to connect one, two or more monitors to your laptop
Laptops

How to connect one, two or more monitors to your laptop

25 Feb 2021
How to use Chromecast without Wi-Fi
Mobile

How to use Chromecast without Wi-Fi

26 Feb 2021