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Question

How long does a network outage last?


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  • 12 replies

Several days ago, I checked the service status page and it says there's an issue in my area. Tomorrow will be the 4th day. The service status page doesn't give any indication of when the problem will be resolved. 

How long is it likely to be out for? Is there going to be a discount on my bill this month given I'm not receiving the service I'm paying for?

 

22 replies

andewhite
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  • June 20, 2025

What iD Mobile services haven’t been working, over the last 4-days, at your location, ​@Rick.T?


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  • June 20, 2025

My data connection is much slower than usual and the ping/latency is 5-10 times what it usually is. It's usually around 35-45ms but it's been around 250-400ms, even getting as high as 1300ms. 

It's never been this bad before. 


andewhite
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  • June 20, 2025

Okay ​@Rick.T, so your calls and SMS texts are working, but mobile data appears degraded?

Seems likely the service incident in your area could be impacting performance of your mobile data. 


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  • June 20, 2025

Yes there is. I checked the service status page and it says there is an issue. It doesn't say how long the issue is likely to be ongoing for though. 


andewhite
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  • June 20, 2025

Alas ​@Rick.T, the network status page never reports how long the issue is expected to last.


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  • 12 replies
  • June 20, 2025

I understand, but it'd be useful if even an average time was quoted ie “there's an issue with the network in your area, we're working hard to fix it blah blah. Issues of this nature are usually resolved in 3-5 days”

“Yes there's an issue” followed by a cyber-shrug, isn't particularly helpful. If someone has decided to check the network status page they’ve already noticed something isn't right.

 

 


Tyler C
iD Mobile Employee
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  • June 23, 2025

Hey there ​@Rick.T, we’re very sorry to hear that. What’s your full postcode and what phone do you have?

 

Thanks,

Tyler


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  • June 23, 2025

PR1 (not massively keen on having to post my postcode on a public forum)

S24 Ultra 


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  • June 24, 2025

My connection went down on Friday and we’re getting no updates. I’m in Cornwall and may have an explanation:

I had already raised a complaint about patchy service before it went down completely. So I asked my case handler and he said they aren’t getting any updates from tech either.

Apparently it has to do with the merger with Vodafone. It seems Vodafone were using too much bandwidth and taking it from ID/THREE mobile. I suspect that’s why I’ve had awful connectivity for a while now.

The person I spoke to said they had to shut down the network until they get that issue fixed. I was horrified when he mentioned the possibility of months!! Obviously, if it isn’t up by a full week, I’m looking at another supplier.
Hubby is with THREE and has the same issue with no service.

ID said they’ll let me leave the contract with no early exit fees due to this issue. If I choose to leave I’ll have to call and quote my complaint number to request that free exit. So if you want to leave, raise a complaint first.

As per our rights under the code ID/THREE are signed up to, I asked for compensation and received 2 months credit.

I bought ID mobile’s sim because my WiFi is a ridiculous 12mbps and 0.3 upload. At first I got 95mbps via ID which after a while dropped to 65 then 55 and now no service at all. They were the best speeds I’d had and a good bundle price too, so I really don’t want to have to leave. 

I rely on this service. I’m housebound and have no landline since it went digital. This is also affecting my work massively. 
Essentially, for me, they’ve withdrawn service that I’m paying for.

 

We Need Updates!

 

All the best to everyone affected.

Etsu

 

 

 


Tyler C
iD Mobile Employee
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  • June 24, 2025

Hey there ​@Rick.T, I’ve removed the full postcode from your comment now for you so it can no longer be seen.

 

Unfortunately, as mentioned, we're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

 

We hope to have things fixed as soon as possible and will add any updates here.

 

https://www.three.co.uk/support/network-and-coverage/coverage?location=dh44ar&tab=2#tabs-c2d0d12ce8-item-2988999184-tab

 

This page is updated every 30-minutes, and we hope it’s resolved ASAP for you. We sincerely apologise for the inconveniences caused.

 

Thanks,

Tyler


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  • June 24, 2025

@Tyler Yeah, I don't mean to sound rude, but I know there's an issue. I said that in my first post. It's been a week of not getting the service I'm paying for. 


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  • June 24, 2025

@Tyler Thanks for responding. However:

 

We’re not getting any updates. Even your support staff are not receiving updates. This is NOT a local issue at all but affects many areas from what I’m seeing.

 

 I’m housebound and disabled and, unfortunately, right now, acutely ill. I rely on your network for everything. My home WiFi is too slow to use and since my landline went digital via the home router, I now have to use the mobile phone only.

 

I’m home alone all day and even when my husband is home he’s on the THREE network and having the same outage. So we’re in a very bad situation which is dangerous.

 

Politely, I request—strongly—that you keep us informed and updated. 
 

The irony is I switched to you from Vodafone! And an agent from ID said Vodafone was the cause of the network needing to get shut down. I suspect THREE did this seeing as you use their network. 
 

I’m amazed the news hasn’t picked up on this yet … it’s massive.

 

Best Regards 


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  • iD Mobile Employee
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  • June 24, 2025

Hi ​@Etsu 

 

Thank you for getting in touch. 

 

We have responded to your separate post and will pick this up with you from there. 

 

Thanks, 

 

Natalie


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  • June 25, 2025
Natalie W wrote:

Hi ​@Etsu 

 

Thank you for getting in touch. 

 

We have responded to your separate post and will pick this up with you from there. 

 

Thanks, 

 

Natalie

🤣🤣🤣🤣


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  • 12 replies
  • June 25, 2025

Also the service status checker page isn't working. I'm guessing it's been disabled due to the issues Three are having with calls/texts. 

More annoying given my data connection isn't working properly either. 


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  • June 26, 2025

I made a complaint about the poor service. I got a phone call from the complaints department… yesterday (Wednesday 25th)… the day when voice calls on the network were down. 


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  • June 27, 2025
Rick.T wrote:

I made a complaint about the poor service. I got a phone call from the complaints department… yesterday (Wednesday 25th)… the day when voice calls on the network were down. 

Yep. I tried to check coverage for a home router and the service checker was down. Guess I don’t want to trust THREE with both WiFi and mobile! 🤪

Also unintentionally both hubby and I are using THREE so when it breaks we’re completely stuck. 
 

Frustrating about the voice calls! I really hope you get sorted soon. We’re back up in Cornwall for now 🤞🤞🤞. 


Siân W
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  • June 27, 2025

Hi ​@Rick.T  the team will attempt to contact you again, or they may send an email, so please look out for that.

 ​@Etsu  I am glad to hear you are up and running now! 


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  • June 29, 2025

Still waiting. 

Also my data connection has gotten actively worse despite the network status page having been changed to “our customers haven't reported any issues”. 

Even loading a web page is painfully slow. There is absolutely something wrong with the network. It's never been this bad. 


Tyler C
iD Mobile Employee
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  • June 30, 2025

Hey there ​@Rick.T, sorry to hear that. What’s your full postcode and what device do you have please?

 

In terms of the complaints team, they will be extremely busy at the moment due to last weeks outage for calls/texts, so they’ll get back to you ASAP. Thank you for your patience.

 

Kind regards,

Tyler


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  • June 30, 2025

My details haven't changed. Same postcode and phone. 


Tyler C
iD Mobile Employee
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  • July 1, 2025

Hey there ​@Rick.T, my apologies for that. As mentioned above:

 

“Unfortunately, as mentioned, we're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

 

We hope to have things fixed as soon as possible and will add any updates here.

 

https://www.three.co.uk/support/network-and-coverage/coverage?location=dh44ar&tab=2#tabs-c2d0d12ce8-item-2988999184-tab

 

This page is updated every 30-minutes, and we hope it’s resolved ASAP for you. We sincerely apologise for the inconveniences caused.”

 

If the issue is still on-going for yourself, please let us know and we’ll drop you a PM to investigate further and see if we can get a time-frame on the on-going work in your area.

 

Thanks,

Tyler