Brits can claim Three Network outage compensation if certain conditions are met.
In June 2025, Three UK experienced a significant 14-hour network outage that disrupted voice services for thousands of customers across the UK, including users of its partner brands, Smarty and iD Mobile. While mobile data remained largely unaffected, the inability to make or receive calls—including emergency 999 calls—left many users without essential communication. This incident has raised questions about compensation and how customers can seek redress.
Understanding Your Rights
Unlike broadband and landline services, mobile networks in the UK are not automatically required to compensate customers for outages. Ofcom’s automatic compensation scheme, which mandates refunds for delayed repairs or missed appointments in fixed-line services, does not extend to mobile services. Therefore, compensation for mobile outages is not guaranteed and must be pursued on a case-by-case basis.
Steps to Claim Three Network Outage Compensation
If you were affected by the Three UK outage, consider the following steps to seek compensation:
- Contact Three UK Directly: Use the ‘Live Chat’ feature on Three’s official website or call 333 from your mobile to report the issue and request compensation. Clearly explain how the outage impacted you, especially if it caused significant disruption to your personal or professional life.
- Document the Impact: Keep a record of the outage, including the duration and any consequences you faced, such as missed appointments or lost income. This documentation will support your claim.
- Escalate If Necessary: If Three UK does not resolve your complaint within eight weeks, you can request a ‘deadlock letter.’ This letter allows you to escalate your case to an Alternative Dispute Resolution (ADR) scheme, such as the Communications Ombudsman. ADR schemes are independent and free to use, providing a binding resolution to disputes.
Considerations for Business Users
For business customers, the impact of a network outage can be more severe, potentially leading to financial losses and reputational damage. In such cases, businesses are encouraged to provide detailed evidence of the outage’s impact when contacting Three UK. While compensation is not guaranteed, businesses may have a stronger case due to the significant effects on operations.
Looking Ahead to Three Network Outage Compensation
The June 2025 outage serves as a reminder of the vulnerabilities inherent in mobile networks and the importance of reliable service. While Three UK has not publicly committed to automatic compensation for outages, the incident has prompted discussions about customer rights and service reliability. Affected customers are encouraged to assert their rights and seek appropriate compensation through the channels outlined above.
In conclusion, while mobile network outages can be disruptive and frustrating, understanding your rights and the steps to claim compensation can help mitigate the impact. If you were affected by the Three UK outage, take proactive measures to report the issue and seek redress.