---
title: "Orange slow internet in France: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/orange-livebox-slow-internet-complaint"
description: "Orange internet slow or dropping out in France? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# Orange slow internet in France: tests, evidence and complaints

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

Applies to: Livebox 7, 6, S and 5 with the current web interface (menus as of 2026); the Livebox 7 runs G07.R05 software. Orange et moi app for iOS and Android. The French-only interface labels are given with an English gloss. · Checked: 3 November 2026

## When this helps

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

## Check your Livebox

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

1. Open Orange et moi and tap **Votre Livebox** to see whether internet, phone and TV are working.
2. For details, sign in at `http://livebox/` and click **Paramètres avancés › Informations système** (Advanced settings › System information).
3. Open the **Internet** tab for the public IPv4 and IPv6 addresses (**adresse IPv4 WAN**, **adresse IPv6 WAN**).
4. Click **Assistance et dépannage › Diagnostic** (Help and troubleshooting › Diagnostics), pick it and click **Lancer le diagnostic**.

## Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see [the Livebox guide](https://kilobat.app/routers/orange-livebox).

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 Orange

Use [Orange’s official support](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/depanner/un-probleme-de-materiel/la-livebox-affiche-un-message-d-erreur/livebox-6-et-7-lancer-un-diagnostic_362620-896065) 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

- [Orange Assistance: Comment accéder à l’interface de configuration de ma Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/l-interface-de-configuration/comment-acceder-a-l-interface-de-configuration-de-ma-livebox_457878-987107)
- [Orange Assistance: Réinitialiser le mot de passe d’accès à l’interface de la Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/l-interface-de-configuration/comment-reinitialiser-le-mot-de-passe-d-acces-a-l-interface-de-la-livebox_457905-987144)
- [Orange Assistance: Livebox 7 : redémarrer](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/depanner/un-probleme-de-materiel/la-livebox-affiche-un-message-d-erreur/livebox-7-redemarrer_422700-952425)
- [Orange Assistance: Livebox 7 : mise à jour en cours](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/l-interface-de-configuration/livebox-7-mise-a-jour-en-cours_422529-952269)
- [Orange Assistance: Livebox 6 et 7 : gérer votre réseau local](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-avance-reseau-nat-pat-ip/creer-un-reseau-local-a-votre-domicile/livebox-6-et-7-gerer-votre-reseau-local_363608-897059)
- [Orange Assistance: TV d’Orange, impacts de la désactivation de l’UPnP de votre Livebox](https://assistance.orange.fr/tv-decodeur/tous-les-decodeurs/depanner/probleme-d-image-ou-de-son/ecran-noir-ou-pas-d-images/tv-d-orange-impacts-de-la-desactivation-de-l-upnp-de-votre-livebox_333969-868390)
- [Orange Assistance: Configurer deux réseaux wifi distincts depuis l’interface de la Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-du-wifi/comment-configurer-deux-reseaux-wifi-distincts-depuis-l-interface-de-la-livebox_457939-987179)
- [Orange Assistance: Comment vérifier le canal wifi de ma Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/depanner/un-probleme-d-acces-a-internet/deconnexions-intempestives/livebox-6-et-7-verifier-le-canal-wifi_381611-915028)
- [Orange Assistance: Livebox 6 et 7, forcer l’activation de la bande 6 GHz](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-du-wifi/livebox-6-et-7-comment-forcer-l-activation-de-la-bande-6-ghz_454785-984026)
- [Orange Assistance: Activer et partager le wifi invité de la Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-du-wifi/livebox-6-et-7-partager-l-acces-wifi-avec-vos-invites-depuis-l-interface-livebox_362631-896076)
- [Orange Assistance: Mon Réseau Local, visualiser et améliorer ma connexion internet](https://assistance.orange.fr/oid/946056)
- [Orange Assistance: Livebox 6 et 7 : retrouver l’adresse IP de la Livebox](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-avance-reseau-nat-pat-ip/gerer-votre-adresse-ip/livebox-6-et-7-connaitre-votre-adresse-ip-via-l-interface-de-la-livebox_362615-896060)
- [Orange Assistance: Livebox 6 et 7 : lancer un diagnostic](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/depanner/un-probleme-de-materiel/la-livebox-affiche-un-message-d-erreur/livebox-6-et-7-lancer-un-diagnostic_362620-896065)
- [Orange Assistance: Livebox, configurer un service DNS dynamique](https://assistance.orange.fr/livebox-modem/toutes-les-livebox-et-modems/installer-et-utiliser/piloter-et-parametrer-votre-materiel/le-parametrage-avance-reseau-nat-pat-ip/dns/livebox-configurer-un-service-dns-dynamique_188820-730441)
- [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.