Mobile phone outages can throw your day off course. Missed calls, no texts, and a general feeling of being cut off. Whether you rely on your phone for work, emergencies, or just keeping in touch, service failures can be more than just annoying.
So when your mobile network goes down, can you claim compensation?
What counts as a phone outage?
A phone outage is when your mobile network isn’t working. This could mean you can’t make or receive calls, send texts, or access mobile data. Outages can last a few minutes or drag on for hours, even longer in rare cases.
One recent example is the 14-hour outage on the Three mobile network in June 2025. Customers across the UK were left with no service, and the disruption affected sister brands like Smarty and iD Mobile too.
Some GP surgeries and other services that rely on the network were hit hard, highlighting just how serious these outages can be. In this case, according to various media reports, the operator said customers would be given compensation on a case-by-case basis.
Are mobile networks required to compensate you?
In short, no. Not automatically.
Unlike broadband or landline issues (which fall under Ofcom’s automatic compensation scheme), mobile phone outages don’t have the same guaranteed protections. This means mobile providers don’t have to offer compensation unless they choose to.
However, you can still make a claim. And in many cases, it’s worth doing.
When could you be entitled to compensation?
While Ofcom doesn’t guarantee automatic compensation for mobile outages, it does say that customers may be entitled to compensation or a refund if there’s a long-lasting fault and the provider doesn’t resolve it within a reasonable timeframe.
What’s considered “reasonable” can vary, but anything stretching beyond a few days starts to move into territory where a refund, account credit, or even early contract cancellation without penalty could be expected.
You’re more likely to be eligible for compensation if:
- The outage lasted a significant amount of time (several hours or more)
- You experienced financial loss or serious disruption (e.g. missed work calls or appointments)
- The issue wasn’t resolved quickly or you received poor customer support
Even if there’s no formal compensation policy in place, many mobile networks will consider individual claims, especially when there’s been a widespread or high-profile outage.
What should you do if your phone service goes down?
Here’s what you can do if you think you might be owed compensation:
- Keep a record – Note the time the outage started and ended, and what services were affected.
- Contact your provider – Go to their customer service section (online or in-app) and explain what happened.
- Detail the impact – Be clear about how the outage affected you, particularly if it caused you to lose money or miss out on something important.
- Stay polite but firm – Compensation isn’t guaranteed, but if you make a clear and reasonable case, you’re more likely to see results.
What to do if you're not getting anywhere with your provider
If you’ve reported a mobile outage and your provider hasn’t fixed the problem, or you’re simply not happy with the delay or the way your complaint’s been handled, you don’t have to just put up with it. You have the right to escalate things.
Step 1: Follow the provider’s formal complaints process
Start by going through your provider’s official complaints procedure. This usually involves submitting your issue in writing or through their complaints portal, and giving them time to investigate and respond.
Step 2: Ask for a “deadlock letter”
If you haven’t had a resolution within eight weeks, or if your provider tells you they can’t do anything more, you can ask for a “deadlock letter”. This allows you to take your case to an Alternative Dispute Resolution (ADR) scheme.
Step 3: Use an ADR scheme — it’s free and independent
ADR schemes step in when you and your provider can’t reach an agreement. They’re totally independent, free to use, and their decisions are binding. All UK telecoms companies must be registered with one of these. You can check which one your provider is signed up to on the Ofcom website.
The ombudsman will review the evidence from both sides and decide whether you’re due compensation, a refund, or any other remedy.
Join the Claim
We’re all increasingly dependent on our phones, so when that connection drops, it can cause real problems. Networks should be held to account when they fail to deliver. Not all outages lead to compensation, but if you’ve been impacted by a mobile service failure you might be entitled to something.
If you’ve been let down by a big company, whether it’s your mobile network, a bank, or a brand, we can help. We shine a spotlight on major consumer injustices and connect you with UK law firms taking action.
