I recently took two back to back flights on the same 777-300ER between EWR and SFO. On both flights I paid for wifi for the whole flight. Like clock work half way into the flight internet access stopped on both flights having been performing excellently for the first two to three hours or so. I kept trying but never got access.

I was going to complain to get a refund but then I got an email for UA the next day

Dear Ani 90

We have determined that there were Wi-Fi connectivity issues on your recent flight and would like to apologize for any inconvenience that this may have caused. The details of your full purchase are listed for your reference and will be automatically refunded. Please allow up to 7 days for the United MileagePlus® award miles to be credited back to your account.

We look forward to having you back on board soon.

I wondered whether it was a problem unique to the (relatively new) aircraft as it seemed to happen at same point in each flight, but it was reassuring that UA responded without me having complained and refunded payment for both flights.