--- title: "SFR slow internet in France: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/sfr-box-slow-internet-complaint" description: "SFR internet slow or dropping out in France? Check equipment, compare tests, keep evidence and follow the complaint route." --- # SFR slow internet in France: tests, evidence and complaints If your SFR connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation. Applies to: SFR Box 8, 8X and 8 Fibre, and SFR Box 10 and 10+ (menus as of 2026). SFR & Moi and RED & Moi apps for iOS and Android. The French-only labels are given with an English gloss. · Checked: 3 November 2026 ## When this helps - You use SFR in France. - Your connection is slower than expected, drops out or performs badly at certain times. ## Check your SFR Box These checks apply to SFR Box. Check the model before following its menus. 1. Open SFR & Moi and tap **Lancer le diagnostic de ma box**, or go through **Aide** (Help). 2. Pick the service that isn’t working; if needed, the app puts you through to an adviser. 3. In the Box 8 interface, click **WAN**; **Informations générales** shows the box’s public IPv4 and IPv6 addresses. 4. On a Box 10 or 10+, tap **Internet** on the front screen to check the connection. ## Separate the service from your home Wi-Fi For the exact settings and supported equipment, see [the SFR Box guide](https://kilobat.app/routers/sfr-box). 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 SFR Use [SFR’s official support](https://assistance.red-by-sfr.fr/depanner-box-8.html) 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 SFR: Se connecter à la SFR Box 8/8X pour la première fois](https://assistance.sfr.fr/internet-tel-fixe/box-8/se-connecter-box-8-sfr.html) - [Assistance SFR: Activer le Smart WiFi SFR (Box 8, login)](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/activer-smart-wifi-sfr.html) - [Assistance SFR: Personnaliser la clé WiFi de la box Fibre et SFR Box 8](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/personnaliser-cle-wifi-box-fibre.html) - [Assistance SFR: Personnaliser le WiFi de la SFR Box 10+](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/personnaliser-wifi-box-10-plus.html) - [Assistance SFR: Activer le WiFi compatible de la SFR Box 10+](https://assistance.sfr.fr/internet-tel-fixe/box-10-plus/activer-wifi-compatible.html) - [Assistance SFR: Caractéristiques de la SFR Box 10+](https://assistance.sfr.fr/internet-tel-fixe/box-10-plus/caracteristiques.html) - [Assistance SFR: Réinitialiser la SFR Box 10+](https://assistance.sfr.fr/internet-tel-fixe/box-10-plus/reinitialiser.html) - [Assistance SFR: Utiliser le mode Eco de la SFR Box 10+](https://assistance.sfr.fr/internet-tel-fixe/box-10-plus/utiliser-mode-eco.html) - [Assistance SFR: Accéder à distance à un équipement connecté à ma SFR Box 8](https://assistance.sfr.fr/internet-tel-fixe/box-8/se-connecter-en-ipv6-ipv4.html) - [Assistance SFR: Se connecter au WiFi de la SFR Box 8](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/connecter-wifi-sfr-box-8.html) - [Assistance SFR: Les fonctionnalités Smart WiFi de l’appli SFR & Moi](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/fonctionnalites-smart-wifi-sfr.html) - [Assistance SFR: Tout savoir sur le Smart WiFi SFR](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/smart-wifi-sfr.html) - [Assistance SFR: Installer le répéteur Smart WiFi SFR](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/installer-repeteur-smart-wifi-sfr.html) - [Assistance SFR: Optimiser le signal WiFi de la SFR Box 8](https://assistance.sfr.fr/internet-tel-fixe/wifi-debit/optimiser-signal-wifi-sfr-box-8.html) - [Assistance SFR: Connexion Internet lente](https://assistance.sfr.fr/internet-tel-fixe/perte-connexion/connexion-internet-lente.html) - [Assistance SFR: Utiliser l’appli SFR & Moi](https://assistance.sfr.fr/gestion-client/sfr-moi/utiliser-appli-mobile-sfr-et-moi.html) - [Assistance RED by SFR: Dépanner ma Box 8](https://assistance.red-by-sfr.fr/depanner-box-8.html) - [Assistance RED by SFR: Personnaliser le WiFi de ma Box 8](https://assistance.red-by-sfr.fr/personnaliser-wifi-box-8.html) - [Assistance RED by SFR: Installer ma Box 8](https://assistance.red-by-sfr.fr/installer-box-8.html) - [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.