Slow internet speeds, or no access can sometimes be due to traffic at peak times. There are a few things you can do to help with internet problems.
Network status checker
Get more information on the current network status in your area.
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Things that can affect your signal
Building materials
Unfortunately, no network can tell you how strong your signal will be indoors. That's because the signal strength needed to pass through walls and windows varies from building to building.
Issues with your device or account
Your SIM card, phone settings, a low battery, and running older software can all affect the signal. If your account is on hold, that will also prevent use of the network.
Location
The closer you are to a mast, the stronger your signal. It can also be affected by geographical things, like hills, valleys, forests, etc.
Extreme weather
Strong winds, flooding, storms, falling trees, etc. can all affect phone masts.
Temporary structures
Cranes or scaffolding, for example, can obstruct the signal.
Temporary network outages
When we're carrying out planned or unplanned maintenance, your signal will probably be affected.
We’re phasing out our 3G network service
If we’ve switched off a 3G mast in your area, you may experience reduced 3G coverage or have no 3G coverage at all. But if you’re using a device compatible with 4G calling, you may still have access to our 4G network. Find out more about our plans to switch off 3G and check if your device is compatible with 4G calling.
Still need help?
- Loss of signal
- Poor signal
- Internet issue
Help with recent loss of signal
If you normally have a signal but have recently lost it, there could be an outage or an issue with your device or account. Here are a few things you can try to get your signal back up-and-running again.
1. Check for outages
If you haven’t already, check the current service in your area to see if you’ve been affected by an outage.
2. Test your device
Try the following:
- Turn airplane mode on then off
- Turn your device off then on
- Make sure mobile data is switched on
- Update your device software
- Reset your network settings
3. Issues with your account
Sometimes, a billing issue or a failed Top-up can stop access to our network. Log in to your account online or on the Three app.
4. Try Wi-Fi Calling
You can call and text over Wi-Fi with Wi-Fi Calling. Some phones have it pre-installed and it’s compatible with iOS and Android devices. Check if your device is compatible.
5. Get in touch
If these tips haven’t worked and you still need help with your signal, please get in touch with us.
Help with poor or no signal
We’re sorry to hear that you’re having ongoing signal problems. Here are a few things you can try to get it up-and-running again.
1. Is the problem in one place?
Some locations have a weaker signal than others. And indoor coverage can depend on various factors, such as the type of building you’re in.
Use our coverage checker to see what the expected signal strength is in your area.
2. Does the problem happen everywhere?
It could be a problem with your device. Try the following to see if your signal improves:
- Make sure mobile data is on
- Update your device software
- Reset your network settings
3. Issues with your account
Sometimes, a billing issue or a failed Top-up can stop access to our network. Log in to your account online or on the Three app.
4. Try Wi-Fi Calling
You can call and text over Wi-Fi with Wi-Fi Calling. Some phones have it pre-installed and it’s compatible with iOS and Android devices. Check if your device is compatible.
5. Get in touch
If these tips haven’t worked and you still need help with your signal, please get in touch with us.
Help with internet issues
1. Check for known issues
Whether you’re on our 4G or 5G network, you should have access to the internet. Use our coverage checker to see what the expected signal strength is in your area.
2. Test your device
Try the following:
- Turn airplane mode on then off
- Turn your device off then on
- Make sure mobile data is switched on
- Update your device software
- Reset your network settings
3. Check your network settings
Check the Access Point Names (APN) in your settings and reset your network settings.
Please note: This will remove your saved Wi-Fi passwords.
For more help go to device support, pick your device and go to Connecting to the internet.
4. Issues with your account
Sometimes, a billing issue or a failed Top-up can stop access to our network. Log in to your account online or on the Three app.
5. Connect to Wi-Fi
While we try to sort out the issue, it may be helpful to connect to Wi-Fi whenever you can.
6. Get in touch
If these tips haven’t worked and you still need help with your signal, please get in touch with us.