SFR, Orange, Free, Bouygues: Have you experienced an outage? Here's how to get compensation

Every year, subscribers to various French ISPs have to deal with outages of varying severity. However, what users don't necessarily know is that they are entitled to compensation under certain conditions. We'll explain which ones.

The fixed and mobile networks of the main French operators, namely Orange, Bouygues Telecom, SFR, and Free, are not infallible. Every year, users have to deal with outages of varying severity.

Recently, as you probably know, SFR took center stage with a national outage. On Monday, June 16, millions of subscribers were unable to send messages, make calls, or surf the web for most of the day. According to the red square operator, it faced a major software problem within its core network, which caused untimely outages and random disconnections on the mobile and fiber network. Earlier this year, there were also disruptions on the Bouygues, Free, and SFR networks, but nothing on the scale of yesterday's outage.

For good reason, the malfunctions on the SFR network lasted for nearly 12 hours in total. Inevitably, many dissatisfied customers (both individuals and businesses) are determined to obtain financial compensation. But what exactly does French law say on the subject?

An obligation of results for all operators

Concretely and if we rely on the site services-publiques.fr, each operator is subject to obligations in the execution of the contract with its customers:

• provide a service that complies with the technical and quality characteristics stipulated in the contract
• guarantee the continuity and quality of the service, except in cases of force majeure or previously announced maintenance
• intervene quickly to restore the service in the event of a breakdown or malfunction

In other words, if the operator is unable to keep its part of the bargain, whether in terms of throughput or service availability, it may be held liable. Please note, however, that this is not the case if malfunctions are caused by force majeure events such as storms or floods.

Apart from this exception, a prolonged outage is considered a fault, and customers are therefore entitled to request a refund or financial compensation. It It should be noted, however, that the length of the interruption will determine whether or not you are entitled to compensation.

What can you ask for?

If your Internet or mobile network connection is interrupted for several days, you can request:

• a refund pro rata to the duration of the outage
• a reduction on your monthly bill
• greater financial compensation in the event of severe damage (particularly for professionals whose activity has been hampered)
• a goodwill gesture (temporary increase in speed or amount of data, free access to additional options/services)

It should also be noted that since November 2024, European regulations have allowed consumers who are victims of a breakdown to demand compensation. The only condition is that the breakdown lasted at least 8 hours. Before you get too excited, be aware that the compensation offered isn't exactly eye-catching: Only €1 after an 8-hour breakdown. Then, each additional day without service will earn you an extra €1.50. In the case of the SFR breakdown, it would be around €1.25 for 12 hours of interruption...

Unless operators automatically provide compensation after a major outage, like SFR with the 100 GB of data offered to recently impacted customers, they won't necessarily give you anything. You will absolutely have to request it.

Here's what you need to do to put all the chances on your side:

• Report the outage quickly by contacting your operator's customer service by phone or email
• Note down the date and time of the report and keep the case number assigned by the operator
• Then prove the effects of the outage using screenshots (speed tests, for example) or even invoices if you had to pay for other services to stay online (overconsumption of 4G in the event of a fiber optic outage, for example)
• Then make your request by registered letter with acknowledgment of receipt specifying the details of the breakdown, adding the evidence and detailing the desired compensation

Once this is done, your operator will have 1 month to respond favorably or not to your request. If nothing is done at the end of this period, it is possible to alert ARCEP (editor's note: the Electronic Communications Regulatory Authority) and contact the electronic communications mediator. The mediator will intervene free of charge to try to resolve your dispute amicably (without calling on a judge). The objective is to reestablish a constructive dialogue between the parties to reach an agreement.

Don't forget the services offered by operators in the event of an outage

Before going to such extremes, be aware that the majority of operators offer solutions to their subscribers to stay connected in the event of an outage. With Orange, for example, you can benefit from 200 GB of connection sharing on your Sosh or Orange mobile or the loan of an AirBox (also with 200 GB).

Via the “Guaranteed Internet” commitment, Bouygues Telecom customers can have a 4G key or 100 GB of additional data on their mobile plan. As for SFR, you can also request a loaner Webtrotter, a 100 GB 4G key that works with a SIM card. Finally, at Free, there is the Backup Freebox, an optional device that allows you to maintain access to the Internet and OQEE Free TV services in the event of a power outage or loss of connection at home.