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. 

Advertisement
Advertisement - Article continues below
Advertisement - Article continues below

"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

What you need to know about migrating to SAP S/4HANA

Factors to assess how and when to begin migration

Download now

Your enterprise cloud solutions guide

Infrastructure designed to meet your company's IT needs for next-generation cloud applications

Download now

Testing for compliance just became easier

How you can use technology to ensure compliance in your organisation

Download now

Best practices for implementing security awareness training

How to develop a security awareness programme that will actually change behaviour

Download now
Advertisement

Most Popular

Visit/policy-legislation/data-governance/354496/brexit-security-talks-under-threat-after-uk-accused-of
data governance

Brexit security talks under threat after UK accused of illegally copying Schengen data

10 Jan 2020
Visit/microsoft-windows/32066/what-to-do-if-youre-still-running-windows-7
Microsoft Windows

What to do if you're still running Windows 7

14 Jan 2020
Visit/hardware/laptops/354533/dell-xps-13-new-9300-hands-on-review-chasing-perfection
Laptops

Dell XPS 13 (New 9300) hands-on review: Chasing perfection

14 Jan 2020
Visit/operating-systems/25802/17-windows-10-problems-and-how-to-fix-them
operating systems

17 Windows 10 problems - and how to fix them

13 Jan 2020