Three UK Suffers Service Disruption, Leaves 10.5 Million Customers Frustrated

Telecommunications provider Three, serving approximately 10.5 million customers in the UK, grappled with service disruption, leaving the scale of the impact on users uncertain.

The disruption, commencing on Feb. 12 at 10:00 GMT, affected voice calls and mobile data services, prompting frustrated customers to voice concerns on social media.

Some users even contemplated switching networks. The situation is exacerbated for those reliant on mobile internet, potentially impeding their ability to report the issue effectively.

Beyond Three's direct customer base, the outages extended to smaller providers utilizing Three's network infrastructure. Downdetector recorded around 800 reports from Smarty, one such smaller provider, raising questions about the resilience and reliability of the broader network infrastructure shared by multiple service providers, as per the BBC.

Will Affected Customers Get Compensated?

Compensation prospects for affected customers remain uncertain. While the UK's telecoms regulator, Ofcom, doesn't provide a clear directive on compensation, it suggests that providers might consider offering refunds "while repairs are being made." This ambiguity adds to user frustration, raising concerns about telecom providers' accountability and responsiveness during service outages.

Mobile signal issues may be compensable. According to Daily Mail, if services are not restored after two days, broadband and phone companies usually pay £8 ($10) per day. You may cancel your contract with the provider during a prolonged service disruption without penalty. Phone, online, and in-store complaints about service interruptions may be made to the provider.

Three assured customers that its engineers are actively working to restore services fully. However, the duration of the outage and the specific technical issues leading to the disruption remain undisclosed.

"Our customer service channels continue to be unavailable, so please check our social feeds for the latest updates," the firm stated on social media.

(Photo : Mtaylor848/Wikimedia Commons) Three and Vodafone, Cambridge Street, Harrogate, North Yorkshire. Taken on the afternoon of Sunday the 11th June 2023.

Three, Vodafone Under Investigation

Last month, the Competition and Markets Authority (CMA) initiated an investigation into the proposed Vodafone and Three merger, aiming to create the UK's largest mobile phone operator. The companies anticipate an additional £11 billion ($13.8 billion) investment in the UK. This follows the CMA and the European Commission's obstruction of Three's attempted takeover of O2 in 2016, citing concerns about potential price hikes, per the BBC.

In 2022, UK telecommunications regulator Ofcom increased its openness to sector consolidation, revising its prior disposition on the consumer effect of fewer networks.

The UAE government is investigating Emirates Telecommunications Group (e&), which holds an interest in Vodafone. The Cabinet Office is concerned about Vodafone's 14.6% e& shareholding; thus, a "national security committee" was created. This committee will oversee and monitor any sensitive work by the telecoms company impacting national security.

Both Vodafone UK and Three UK hold government contracts, including those with the Ministry of Defence, the Ministry of Justice, NHS 111, and local police forces. This situation raises considerations about foreign joint ownership of a critical national asset, particularly given Hong Kong-based CK Hutchison's ownership of Three UK and Hong Kong's association with China.