A bucket with a hole by any other name

A good friend of mine is having ongoing and traumatic connection problems with 3 Mobile Broadband (the joke is that 3 stands for 3% chance of connecting). The hapless operator admitted as much that there have been significant connectivity problems in certain areas (in such out of the way places as North London!).

It appears that a refund will be forthcoming -- however, it seems this refund will be dependent on the amount of time that my friend can connect, which is probably 1 in 7 attempts, and for about 5 minutes at a time. Her argument is that she is due a full refund, as a connection ratio of 1 in 7 for 5 minutes is as much as use a bucket with a hole. It kind of works sometimes but that really isn't good enough...