Mobile network Three has said it has no compensation plan in place for those affected by the network's outage last week - instead asking people to get in touch individually if they were affected.
It comes after thousands were left unable to use their devices last week - with users were left unable to make calls, send texts or use their data - including WhatsApp, due to a technical glitch.
"Three is communicating with customers through messages on the website, the My3 app, contact centre phone line, social media and directly by email, where applicable, to apologise," the company told Mirror Money.
However it said with regards to refunds - and compensation for the distress caused - it would consider payouts on a 'case by case' basis.
A Three spokesperson said: "If you’d like to talk to us about compensation, please call us and we will consider each case on an individual basis. Please be patient because we are experiencing high call volumes."
Three customers are paying for a service that they rightly expect to receive - and under Ofgem guidelines, you have a right to money back if you've been affected by a failure that was out of your control.
Under regulator Ofcom rules, in cases of prolonged outages (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit for the inconvenience.
Customers are also well within their rights to ask for money back covering the hours affected.
This would most likely be your monthly bill divided by the month and multiplied by the number of hours affected.
Furthermore, if you incurred any extra charges as a result of the outage, such as having to pay for public wifi, make a complaint for money back to cover those unexpected expenses.
Keep all evidence including receipts and emails for this as you will need to prove the expenses in your claim.
How to complain and claim money back
If your provider failed to repair a fault by the date promised, or you are unhappy with the outcome of it, follow their internal complaints procedure for a resolution.
You can get in touch with Three here.
If you raise a case but it's still unresolved, or solved without good reason, you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme after eight weeks.
If your problem cannot be resolved, ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant ADR scheme directly before the eight week mark.
Ofcom has approved two ADR schemes - CISAS and Ombudsman Services: Communications.
