Emergency calls only in certain areas

Hello ​@Andycox6321 

Thank you for getting in touch. 

We are sorry to hear of the issues you have been facing with the service. 

Can you please confirm the full postcode for the area where you experience the issues?

Natalie 

Hi Natalie,

Thank-you for your response. It seems to be the whole area. I'm a field service engineer visiting multiple hospitals in these areas. I travel from Nottingham to the north east, it cuts out about an hour prior to reaching newcastle. 

For the west midlands it seems to cut out shortly after reaching the M6 off the M42. It stays like that for the duration of my visit. Tried all of the troubleshooting tips provided by your chatbot and online articles. If I restart the phone or toggle the flight mode whilst I'm there it briefly connects to the ID mobile network with a good signal and then drops off again around a minute later. It's becoming very inconvenient and if we can't find a solution soon I will have to find another provider. 

Many thanks,

Andy

Hey there ​@Andycox6321, sorry to hear this. Can you please provide some full postcodes you have the issues in mainly?

Thanks,

Tyler

Hi Tyler

As I said above, it seems to be the whole of these regions, however please see a few of the postcodes I have visited the last couple of weeks and experienced the issue. NE298NH, NE14LP, B187QH, NE81AS, DY12HQ, WS29PS. 

I visit these sites regularly and the problem has only been occurring for the last few weeks. On e I restart my phone back in nottingham it works fine. I don't think the issue is with coverage, i think the issue might be a setting on my account or a sim issue. Phone is a Samsung Galaxy S21. 

Many thanks, 

Andrew Cox

Thank you ​@Andycox6321. Taking a look at these areas, they’re all weak/no 5G areas, so we’d expect weaker 5G signal here. Have you tried manually changing to 4G only to see if this helps at all?

Thanks,

Tyler

Hi Tyler,

Yes, tried this already. Although when I nottingham my phone would automatically switch to the appropriate signal in any case. Also, this is not just a data problem, no calls or texts either. It goes to emergency calls only. 

Many thanks,

Andrew Cox

Hey there ​@Andycox6321, very sorry to hear that. And to clarify, this issue is only when you go here/via this route, it doesn’t happen everywhere and it’s not all the time?

Thanks,

Tyler

Hi Tyler,

Yes that's correct. Only appears to be the north east and west midlands so far. If I travel to Leeds, Manchester, Cambridge etc it's fine and it's okay at home in nottingham. Problem is I spen a lot of time in these places so it's becoming a real pain. Hopefully we can find a solution ASAP.

Many thanks,

Andrew Cox

Hey there ​@Andycox6321, no problem, sorry to hear that. If the issue is only happening when you go here, then it is likely to be a coverage issue in the area or with a mast, so we can only really advise that we hope Three UK can resolve them ASAP. 

If you don’t have issues elsewhere, and the device and SIM works as it should normally other than here, then that would suggest that it’s not an issue with the device or SIM, or our coverage in most places.

Thanks,

Tyler

Hi Tyler,

If that's the case then why has this only just occurred within the last few weeks? I would also argue that all of your other customers would have the same issue if it was a coverage problem? Is there really nothing more that can be done to investigate this? It seems ridiculous that i have to change network just to achieve the service I'm paying for. 

Many thanks,

Andrew Cox

Hi there ​@Andycox6321, I obviously can’t advise on other customers, as I can’t say what’s been reported to us or not from other customers, although you’d expect that to be the case, yes. However, as your phone works fine everywhere else, then that does indicate more of a coverage issue in the area, opposed to a device or SIM issue. Of course, we can drop you a PM and investigate further if you’d like, and raise to our technical team?

Thanks,

Tyler

Hi Tyler,

Yes, please raise with your technical team to investigate.

Many thanks,

Andrew Cox

Hey there ​@Andycox6321, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

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Thanks,

Tyler