My internet is slower than promised: what can I do in France?
Your operator must provide the service described in your contract and is responsible for malfunctions, except in force majeure. If your connection does not work as promised, you can send it a formal notice to restore the service and ask for compensation.
Your contract states the speeds your provider promises. If the real speed falls clearly and repeatedly below them, you may be able to pay less or end the contract. A measurement with the official tool, where there is one, is the strongest proof.
📜 The rules in France
What you can do
Send a formal notice to restore the promised service, then ask for compensation, a bill reduction or not to pay for periods without service; you can also cancel without fees, even during a commitment. If that fails, go to the mediator.
The details
- For internet access, the contract summary must state the minimum, normally available and maximum download and upload speeds; for mobile internet, the estimated maximum speeds. (service-public.gouv.fr)
- France has no speed test run or certified by the regulator. (berec.europa.eu)
- Arcep publishes a code of conduct for speed-test tools and lists the tools that declare they comply. A poor result can come from the Wi-Fi or from other devices using the connection during the test, not only from the operator's network. (arcep.fr)
- The speeds on Arcep's 'Ma connexion internet' map are theoretical maximums declared by operators and may not be reached in real conditions. (arcep.fr)
Arcep – J'alerte l'Arcep
Report a problem with your operator. Arcep uses these alerts to act on the market but does not settle individual disputes.
Médiation des communications électroniques
Free mediation of disputes with member operators, once you have been through the operator's customer and consumer services. Opinion within 90 days.
🪜 Step by step
- Find the promised speedsYour contract summary lists the speeds, often as a maximum, a normally available and a minimum speed.
- Measure properlyUse a cable instead of Wi‑Fi, close other devices and measure several times on different days, with the official tool if there is one.
- Report it to the providerSend the results, ask for the problem to be fixed and keep a copy of everything you send and receive.
- Use your rightsIf nothing improves, ask for a lower price or to end the contract, and go to the dispute body if the provider refuses.
📇 Who to contact
❓ Questions
Does a quick speed test in an app count?
It helps you spot a problem. As proof, a measurement made the way the regulator or your contract describes carries much more weight.
Does this apply to mobile internet too?
Mobile speeds change with place and network load, and the rules for mobile are often different. See the rules for France on this page.
Is slow Wi‑Fi the provider’s fault?
Not always. Walls, distance and old devices slow Wi‑Fi down. Measure with a cable first.
📎 Sources
- service-public.gouv.fr →
- service-public.gouv.fr →
- berec.europa.eu →
- arcep.fr →
- arcep.fr →
- arcep.fr →
- mediation-telecom.org →
- jalerte.arcep.fr →
- mediation-telecom.org →
- arcep.fr →
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