Free slow internet in France: tests, evidence and complaints

If your Free connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Freebox Ultra, Pop, Delta and Révolution with current Freebox OS and the Free app for iOS and Android (menus as of 2026). Older Freebox Connect articles use the same screens under Réseau (Network). The French-only labels are given with an English gloss.Checked: 3 November 2026

When this helps

  • You use Free in France.
  • Your connection is slower than expected, drops out or performs badly at certain times.

Check your Freebox

These checks apply to Freebox. Check the model before following its menus.

  1. Open the Free app and, in Espace Abonné Freebox, go to Mes équipements Freebox › Server internet.

  2. Open État de la connexion (Connection status) for your connection type and speeds.

  3. Go to Assistance › Diagnostic réseau › Dépanner un appareil qui est lent (Troubleshoot a slow device).

  4. Pick the device and read the result and advice.

Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see the Freebox guide.

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

  1. Compare a wired connection to the router with Wi-Fi on the same device.

  2. Repeat the same test server during the slowdown and at a quieter time.

  3. Record download, upload, latency and whether another household device was using the connection.

How to complain to Free

Use Free’s official support to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your France service contract before escalating. Use the national regulator’s consumer guidance for your service.

Public data: Arcep’s 2026 customer survey

Arcep’s 2026 observatory uses a representative survey of 5,250 respondents. It reports customer experience and satisfaction, rather than measuring your line’s throughput.

Compare the relevant fixed-internet and customer-service results in the report. Survey scores are not outage rates or contractual minimum speeds.

Your local escalation route

After trying the operator’s complaint process, check the telecom mediator’s admissibility rules. Keep your written complaint and responses.

French telecom mediation lists the conditions and application route.

Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

Sources

Checked on 3 November 2026.