Three Mobile down – how to contact customer services and what are the opening hours? – The Sun

THOUSANDS of Three customers have been unable to use their phones due to a mass network outage.

Customers have been complaining about a lack of signal since around 6am this morning, leaving them unable to call, text or access the internet.

Three, which boasts 10million customers, has told The Sun that it is aware of the issues and working on fixing the problem.

The network hasn't specified a time when it believes the issues will be sorted.

But if you're unhappy with how long it's taking, then regulator Ofcom advises that you should complain via Three's complaint's procedure.

Unfortunately, the website is currently down too due to "essential maintenance work" meaning customers can't find out how to complain.

Can I claim compensation if my network goes down?

YOU may be able to claim compensation if you’re not getting the level of service that you have been promised, according to regulator Ofcom. 

You will need to give your provider a "reasonable opportunity" to fix the issue before escalating your concerns though.

Where repairs take much longer, for example it takes longer than usual to access a mast site, you may be entitled to a refund or compensation.

If your provider fails to repair fault by a promised time, or you’re unhappy with how long it is taking to fix it, you should follow their formal complaints procedure.

You will be able to find these on the provider's website or through their customer services team.

If your problem is still unresolved after eight weeks, you can escalate it to an independent Alternative Dispute Resolution (ADR) scheme.

To do that, you’ll need to ask your provider for a “deadlock” letter that you will have to show one of the two ADR schemes approved by the watchdog -CISAS and Ombudsman Services: Communications.

Your provider will be a member of at least one of them. You can find out which one by using the ADR checker.

You should take screen grabs on your phone as evidence that you are unable to use the network and record how long you have been inconvenienced for.

You may then need to submit this via the complaint's procedure when it is working again.

Three promises that the site will be "back up and running soon" but here's how you can escalate the issue before then.

In the meantime, phone users can access some services by logging into a local wifi network.

How do I contact Three customer services team?

Your best bet is to submit an official complaint to the customer service team.

It's free to call from most providers, otherwise standard network rates apply.

If you're calling from a Three phone you can simply call 333, or 0333 338 1001 if you're calling from any other phone.

You should call +44 7782 333 333 if you're phoning from abroad or 500 from a Three phone if you're out of the country.

There is a separate team that is dedicated to dealing with issues related to broadband.

What are the opening hours?

The customer services phone line is open Monday to Friday between the hours of 8am and 8pm.

It operates shorter hours on the weekend, from 9am to 6pm on Saturday and Sunday.

Are there other ways to complain?

Three also runs a Livechat service that's open 24 hours, seven days a week.

Unfortunately, as it can only be access via the website so you won't be able to use this service at this time.

If you need help with your Three phone that isn't related to the network issues, you can speak to someone in a store.

You can find your nearest store here.

It's not yet clear if customers will be able to claim a refund or compensation from Three.

O2 offered all 25million customers an automatic refund when they were hit by a 4G network meltdown last year.

And earlier this week we reported how Vodafone announced that it won't charge customers after a roaming outage saw users billed up to £10,000 by mistake.

A spokesperson for Three told The Sun: "Three is currently experiencing technical difficulties with our services across voice, text and data which means that some customers will be experiencing an intermittent service.

"Our engineers are working on the issue now to fix the problem as soon as possible. We are sorry for the inconvenience caused to our customers."

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