What are Ofcom’s new network outage rights proposals about?
Ofcom is consulting on new rules for how mobile and broadband providers report security incidents when their networks go down. The proposals would set common, quantitative triggers for reporting so that a cyberattack or a major outage gets flagged to the regulator on a consistent basis, whichever network you happen to be on.
This matters for your network outage rights because reporting rules and consumer rights sit close together. Right now, if a network fails, what you’re actually entitled to as a customer is a separate question from what the provider must tell Ofcom, and the two aren’t always well understood together. It’s part of a wider run of Ofcom activity this year, alongside separate changes to mobile price rise rules, so it’s worth knowing where your network outage rights actually stand today rather than guessing.
The consultation closed for feedback on 4 August 2026, and Ofcom expects to publish its final statement in autumn 2026. Nothing here is decided yet. It’s a proposal, not a finished rulebook, so treat any reporting thresholds you read about as provisional until Ofcom confirms them.
Why is Ofcom pushing for consistent incident reporting?
At the moment, mobile operators report major service failures using their own internal processes, which vary from network to network. Ofcom’s view is that this makes it harder to compare providers, spot patterns across the industry, and respond quickly when something serious happens.
Under the proposals, mobile networks would report security compromises against shared thresholds, for example incidents affecting a set number of cell sites or a minimum share of customers over a set duration, rather than each provider deciding for itself what counts as significant. Urgent incidents would need an initial report to Ofcom within hours, with a fuller follow up shortly after.
The aim is a clearer, faster picture of what’s happening across UK telecoms when something goes wrong, whether that’s a cyberattack, a technical fault, or a major outage. It’s a regulatory tidy up rather than a new set of powers, and on its own it doesn’t create new network outage rights for customers. What it should do, if it goes ahead as proposed, is give Ofcom better visibility of outages that affect real people.
Do I get compensation if my mobile network goes down?
This is the part worth being precise about. Ofcom’s automatic compensation scheme, the one that pays out without you having to ask, covers broadband and landline faults: missed appointments, delayed repairs, and late start dates. It does not currently extend to mobile network outages.
So if your mobile signal drops for a few hours because of a fault or a cyberattack, you won’t automatically see a credit land on your account the way a broadband customer might after a missed repair window. Your network outage rights here rest on making a complaint and asking, not on an automatic payout landing unprompted.
That doesn’t mean you have no options. Providers can, and sometimes do, offer goodwill credit or a bill adjustment for a lengthy or badly handled outage, particularly if you raise it directly and explain the impact. But this is discretionary rather than guaranteed, so don’t assume a payout is coming just because the network was down. Our guide to number porting compensation covers a different situation where you are entitled to a payout by default, which is a useful comparison for how much stronger your network outage rights would need to become to work the same way.
Key takeaways on network outage rights
- Mobile outages aren’t covered by Ofcom’s automatic compensation scheme, unlike broadband and landline faults.
- Any credit for a mobile outage is discretionary, so you generally need to ask.
- You can complain directly to your provider and expect a proper response, even without an automatic payout.
- If your complaint stalls, you can escalate to an Ofcom approved ADR scheme after six weeks, or sooner with a deadlock letter.
- The new security reporting rules Ofcom is consulting on would improve visibility of outages, not create new compensation rights on their own.
How do I escalate a complaint if my network won’t sort it out?
Start by complaining to your provider directly, ideally in writing or through their app, so there’s a timestamp. Explain what happened, when, and how it affected you. A clear written trail matters far more later than a general sense that the network let you down.
If six weeks pass without a resolution, or your provider sends a deadlock letter saying they consider the matter closed, you can take your complaint to whichever Ofcom approved alternative dispute resolution scheme your provider belongs to. Every UK mobile and broadband provider is signed up to one of two schemes, Communications Ombudsman or CISAS, and they must tell you which one applies to you.
ADR is free to use and independent of your provider. Decisions are binding on the provider if you accept them, though you’re never obliged to accept an outcome you disagree with. We’ve covered the six week escalation route in more detail in our guide to mobile complaint rules, which is worth reading alongside your network outage rights if a complaint about an outage isn’t going anywhere.
Keep it simple: note down dates, names of who you spoke to, and what was promised. ADR schemes work from what actually happened, and a few dated notes will do more for your case than a strong memory of being annoyed.
Will these proposals change my network outage rights?
Not directly, and not yet. The consultation is about how providers report incidents to Ofcom, not about what compensation a customer is owed. Better reporting could, over time, feed into future decisions about service standards or compensation, but that isn’t what’s on the table with this particular proposal.
What it should mean, if adopted, is that Ofcom has a fuller and more consistent picture of outages and security incidents across the industry, including on mobile, where reporting has historically been patchier than on broadband. That’s useful groundwork for any future conversation about extending compensation rights to mobile, even if it doesn’t deliver that outcome by itself.
For now, your network outage rights are what they are today: a right to complain, a right to a fair hearing from your provider, and a right to escalate to independent ADR if that fails. Ofcom’s own consultation page has the full detail if you want to read the proposals yourself.
Frequently asked questions about network outage rights
- Is mobile network compensation the same as broadband compensation?
- No. Broadband and landline customers can get automatic compensation for certain faults. Mobile outages aren’t covered by that scheme, so any credit is discretionary and usually needs to be requested.
- What are Ofcom’s proposed security incident reporting rules?
- Common, quantitative thresholds for when mobile and broadband providers must report security compromises or major outages to Ofcom, replacing the current mix of operator specific processes. It’s still a consultation, not a final rule.
- When will Ofcom decide on the new reporting rules?
- The consultation closed for feedback on 4 August 2026. Ofcom expects to publish a final statement in autumn 2026.
- How long do I have to wait before I can go to the ombudsman?
- Six weeks from your original complaint, or sooner if your provider issues a deadlock letter confirming the matter is closed on their end.
- Which ADR schemes handle mobile network complaints?
- Communications Ombudsman and CISAS are the two Ofcom approved schemes. Your provider must tell you which one covers them if you ask.
None of this is about panicking over your signal dropping for an afternoon. It’s about knowing what you can actually ask for, and from whom, if a mobile outage or security incident affects you and your provider isn’t quick to sort it out. Your network outage rights won’t fix a bad connection on their own, but knowing where the six week clock starts and which scheme to use gives you a genuine lever if things stall.
