Internet problems in France: operator complaints and the telecom mediator
Write to your operator’s customer service, then to its consumer service if needed. If the dispute stays unresolved, the Médiateur des communications électroniques is free.
When this helps
- Your home internet service is in France.
- A persistent fault or speed problem remains unresolved.
Record the fault and your contract
Note outage dates, test conditions and the speeds in your contract. Test over a cable as well as Wi-Fi.
Arcep’s code of conduct lists speed tests that follow its measurement rules, such as nPerf and Speedtest UFC-Que Choisir. Use the same test each time.
Complain to the operator in two steps
Complain to customer service in writing and keep a copy.
No reply within one month, or no solution? Write to the consumer service (service recours consommateurs).
State the remedy you want, such as a repair or no charge for the periods without service.
Take it to the Médiateur des communications électroniques
You can refer the dispute to the mediator if the consumer service does not settle it within one month. If customer service has not replied for two months, you can go straight to the mediator.
Refer it within one year of your written complaint to the operator. The mediation is free and covers operators that have joined its charter.
The mediator gives an opinion within three months. You have one month to accept or refuse it, and you can still go to court.
Arcep and outages
J’alerte l’Arcep collects reports about network problems. It does not resolve individual disputes.
The operator must deliver the service, except in force majeure. When it fails, you can ask not to pay for the periods without service, or for compensation.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Provider pages
Outage tools, equipment checks and how to complain, provider by provider.
The evidence pack
In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.
Sources
- Service-Public.fr: referring a dispute to the electronic communications mediator
- Service-Public.fr: telephone, internet and TV contract performance
- Arcep: how to resolve a dispute with your operator
- Arcep: J’alerte l’Arcep
- Arcep: measuring internet quality of service
- Médiateur des communications électroniques: refer a dispute
Checked on 6 November 2026.