IF your mobile network goes down then you aren’t guaranteed compensation.
But if you feel that an outage has caused you significant problems or you’ve waited a long time for a repair to take place then you should complain.
You’ll need to give your provider a “reasonable opportunity” to deal with the issues, according to regulator Ofcom.
If your provider fails to repair the fault by a promised time, or you’re unhappy with how long it took to fix it, you should follow the official complaint’s procedure for the network.
If you’re been without service for a while then you may be able to leave without paying an exit fee.
Make sure you have screen grabs on your phone that can be used as evidence of the outage and that you’ve noted down how long you were unable to use your phone for.
You should also be specific about any extra costs incurred as a result of the outage too as you may be able to get your money back for those as well.
It’s worth submitting copies of any receipts or bills which prove any spending you’ve had to make because of the outage as this will strengthen your complaint.
If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Networks have previously offered credit or freebies to customers affected by nationwide outages.
