Virgin Mobile is down leaving thousands of customers claiming they are unable to make calls or access the internet.
Users reported experiencing problems with the data services shortly after 11.30am - with Liverpool being one of the worst affected areas.
The company has now confirmed some customers are experiencing network issues and they are working to sort the problem as quickly as possible.
Are you entitled to compensation?
Ofcom claim that depending on the circumstances, it may be appropriate for your provider to offer you some money back while repairs are being carried out.
In more extreme cases, where repairs take much longer (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.
In cases where you have been without service for some time, you may also have the right to leave the contract without penalty.
There may be a term in your contract saying you can do this if your provider has failed in its obligations to you or breached a key condition.
So will compensation be available?
According to their website , Virgin Media offer an "automatic compensation scheme offers fair and consistent compensation for our customers who experience a qualifying service issue."
They say they will automatically credit your bill for fixed phone line and broadband issues, no matter if you’re a new or existing customer.
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If Virgin Media haven’t fixed the fault within 48 hours from the end of that day, they say they will credit your next bill by £8 per day until it’s sorted.
When approached for comment by the ECHO , a Virgin Mobile spokesperson said: "We’re working quickly to resolve an issue that’s affecting some of our customers making calls, sending text messages and using mobile data.
"We apologise to our customers for the inconvenience caused.”
How do I complain?
If your provider fails to repair a fault by the date promised, or you are unhappy with how long it is taking, you should follow their formal complaints procedure. Details should be available through their website or customer services, according to Ofcom.org.uk.
If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme .
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.
Are you entitled to compensation?
Money Saving Expert advised in 2015 that if you incurred any costs, such as having to buy a paid-for wi-fi connection or use a paid-for phone service, keep records, complain to your provider and ask for reimbursement.
If you didn't lose out financially but suffered inconvenience from the outage, again you can complain to your provider and ask for compensation.
Broadband and landline customers were told last year they would be entitled to compensation starting from £5 per day but the legislation was not changed to cover mobile users.
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Lindsey Fussell, Ofcom’s Consumer Group Director, said: “Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation.
“So providers will have to pay money back automatically, whenever repairs or installations don’t happen on time, or an engineer doesn’t turn up. People will get the money they deserve, while providers will want to work harder to improve their service.”
How is Virgin Mobile fixing the problem?
Virgin Mobile say they are working as quickly as possible to fix the problem.
How can I complain?
Visit the Virgin Media website to find out more about filing a complaint.
