--- title: "Free slow internet in France: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/freebox-slow-internet-complaint" description: "Free internet slow or dropping out in France? Check equipment, compare tests, keep evidence and follow the complaint route." --- # 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](https://kilobat.app/routers/freebox). 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](https://assistance.free.fr/articles/1922) 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](https://www.service-public.gouv.fr/particuliers/vosdroits/F14373) 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](https://kilobat.app/internet-complaint) 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 - [Assistance Free: Freebox OS, accéder à Freebox OS depuis mon domicile (Freebox Pop)](https://assistance.free.fr/articles/467) - [Assistance Free: Application Free, comment redémarrer mon Server internet ? (Freebox Pop)](https://assistance.free.fr/articles/377) - [Assistance Free: Réinitialiser mon Server Freebox](https://assistance.free.fr/articles/365) - [Assistance Free: Où retrouver la version logiciel de mon Server internet ou Player TV ?](https://assistance.free.fr/articles/1742) - [Assistance Free: Application Free, comment être notifié des activités sur ma Freebox ?](https://assistance.free.fr/articles/1924) - [Assistance Free: Application Free, comment associer ma Freebox ?](https://assistance.free.fr/articles/1995) - [Assistance Free: Comment passer ma Freebox au mode Bridge ?](https://assistance.free.fr/articles/747) - [Freebox OS developer API documentation: UPnP IGD](https://dev.freebox.fr/sdk/os/igd/) - [Assistance Free: Application Free, comment séparer mon réseau Wi-Fi ?](https://assistance.free.fr/articles/1919) - [Assistance Free: Application Free, où changer mes canaux Wi-Fi ?](https://assistance.free.fr/articles/1918) - [Assistance Free: Application Free, comment connecter un appareil au Wi-Fi 2,4 GHz ?](https://assistance.free.fr/articles/1925) - [Assistance Free: Application Free, comment gérer le mode Éco Wi-Fi ?](https://assistance.free.fr/articles/1926) - [Assistance Free: Application Free, comment réinstaller mon Répéteur Wi-Fi ?](https://assistance.free.fr/articles/1972) - [Assistance Free: Installer mon Répéteur Wi-Fi](https://assistance.free.fr/articles/6) - [Assistance Free: Application Free, comment créer un Wi-Fi invités ?](https://assistance.free.fr/articles/1923) - [Assistance Free: Application Free, comment configurer les paramètres avancés de ma Freebox ?](https://assistance.free.fr/articles/1969) - [Assistance Free: Application Free, où consulter les détails de ma connexion internet ?](https://assistance.free.fr/articles/1910) - [Assistance Free: Application Free, comment diagnostiquer un appareil qui semble lent ?](https://assistance.free.fr/articles/1922) - [Portail Free: Les applications Freebox Connect et Free fusionnent](https://portail.free.fr/mag-free/nouveautes/application-free-unifiee-fusion-freebox-connect/) - [Arcep: customer satisfaction observatory, 2026](https://www.arcep.fr/cartes-et-donnees/nos-publications-chiffrees/satisfaction-client/observatoire-de-la-satisfaction-client-edition-2026.html) - [French telecom mediation](https://www.service-public.gouv.fr/particuliers/vosdroits/F14373) Checked on 3 November 2026. ## Related guides - [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point. - [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first. - [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.