Phone & internetFR
Phone & internet · France
Checked 2026-10-14

📵 My phone or internet is down: do I get compensation in France?

The short answer

Your operator must act quickly to restore service after a breakdown and is responsible for malfunctions, except in force majeure. Report the fault, keep proof, and ask for compensation and not to pay for the periods without service.

When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in France, and what it means for emergency calls, is below.

Official source: service-public.gouv.fr · Checked 2026-10-14

📜 The rules in France

Compensation

The compensation and refund formulas for poor service are those set in your contract. You can also claim compensation for the harm suffered, ask for a bill reduction and, if the problems persist, cancel without fees.

Emergency calls

Operators must route emergency calls free of charge: 112 (EU-wide), 15 (medical), 17 (police or gendarmerie), 18 (fire) and 114 (for deaf, hard-of-hearing and speech-impaired people). A landline connected through a box does not work during a power cut.

The details

  • Your contract must state the compensation and refund formulas that apply if the quality of service is deficient. (service-public.gouv.fr)
  • If problems such as repeated internet cuts or a lasting lack of mobile network continue despite your complaints, you can ask to end the contract and be refunded for the period without service. (service-public.gouv.fr)
  • Emergency calls are routed free of charge by operators, and the emergency numbers you call do not appear on your bill. (arcep.fr)
  • Mobile operators must publish the sites that are down or under maintenance; Arcep maps those declared in the last two weeks. (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.

🔗 jalerte.arcep.fr
Official source: arcep.fr · Checked 2026-10-14

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.

🔗 mediation-telecom.org
Official source: mediation-telecom.org · Checked 2026-10-14

🪜 Step by step

  1. Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
  2. Keep a recordWrite down how long the service is down and what you could not do.
  3. Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
  4. Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.

📇 Who to contact

Arcep – J'alerte l'ArcepReport a problem with your operator. Arcep uses these alerts to act on the market but does not settle individual disputes.🔗 jalerte.arcep.fr
Médiation des communications électroniquesFree mediation of disputes with member operators, once you have been through the operator's customer and consumer services. Opinion within 90 days.🔗 www.mediation-telecom.org
Arcep (Autorité de régulation des communications électroniques, des postes et de la distribution de la presse)Supervises phone and internet providers and explains your rightsFor information, and to report a provider that breaks the rules🔗 www.arcep.fr
Médiation des communications électroniques (le médiateur des communications électroniques)Settles disputes between customers and providersWhen the provider has not solved your complaint🔗 www.mediation-telecom.org

❓ Questions

Can I still call emergency services during an outage?

Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.

Is a short outage compensated?

Usually only longer faults or missed repair appointments are. The rule for France, if there is one, is on this page.

What if the faults keep coming back?

Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.

📎 Sources

Checked: 2026-10-14

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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