Fiber: breakdowns, incidents. which encounters the most problems in France

For final users (consumers, companies, etc.) Residing in the areas concerned, their commercial operator should inform them of any possible loss of service access during these works. Users are invited to contact their commercial operator in the event of loss of access to the service, as in normal times.

Degradations on optical fiber or low speed: what to do ?

I noticed degradations on the fiber network. Warn ?

In the event of a observation of equipment deteriorated in the public domain (land on the ground, torn wire, vandalized street cabinet, or open connection points (boxes), etc.) you can notify the area infrastructure operator to report the Damage, via a generic contact form on its website or via a dedicated “network damage” form.

To identify the operator who deployed the fiber in the area, you can consult the “Fiber deployments” tab of the “My Internet” site.

In the event of a wardrobe or damaged fiber equipment inside a building, it is possible to notify your co -ownership trustee, which must contact the operator who has deployed the fiber in the building in order to report the incident , on the basis of the agreement signed between the condominium and this operator for the deployment of the fiber in the building.

In the same way, in the event of an incident with an internet access provider within the building, the trustee or the condominium can report it to the operator who deployed the fiber in the building.

If in parallel you find a failure of its connection, you can contact your Internet access provider to report the breakdown. The latter will solicit it or request the intervention of the operator who has deployed the fiber.

I note a low flow on my fiber line, or a failure of my fiber internet connection. How to react ?

First, you can turn off, disconnect and then reconnect and turn on your equipment (box, decoder, TV box).

If this is not enough to resolve the difficulty, you can contact your Internet access provider that will diagnose the origin of the failure and take care of its resolution. If necessary, the Internet access provider may request the operator who deployed the fiber in the building or the area to request an intervention if the failure is its perimeter.

In the event of a long or repeated breakdown, you can refer to your subscription contract in order to know the amounts and the terms of compensation.

If you wish to make a claim request to your Internet access provider, you can consult our page.

Finally, the type of connection used with the box can affect the flow rate . For example, internet access via a Wi-Fi network allows a lower flow compared to a wired connection (by Ethernet cable). To learn more about how to improve the quality of service of your WiFi, see our page.

The quality of service on fiber optic networks is a priority for ARCEP, which has animated many works with operators since 2019 in order to resolve the difficulties encountered on this subject (disconnections, specific difficulties on certain networks, etc.), consult our page.

“Retaining plans of the fiber network”: what is it ? What does that mean ? What are the consequences for users ?

Certain optical fiber networks are degraded: point of pooling or open and vandalized “wardrobe”, broken fibers … cause difficult management of infrastructure by operators but also quality dysfunctions for end users.

Infrastructure operators then organize rehabilitation of certain elements of the fiber network.

Thus, the altitude infra and XPFibre operators decided in 2022 to restore part of their networks: in particular in Essonne and in Calvados for altitude infra, and in Ile de France and in the Rhône for XPFibre.

In practice, operators will bring into compliance with degraded infrastructures such as pooling points, optical connection points, etc. The implementation calendar envisaged by operators in January 2023 echelon until the end of 2024 for the areas identified at this stage.

Free Infrastructure also announced in early 2023 an action plan on networks with a specific architecture, called “large capacity pooling points”, essentially located in very dense areas.

To find out more about these plans and their implementation, you can refer to this page

For final users (consumers, companies, etc.) Residing in the areas concerned, their commercial operator should inform them of any possible loss of service access during these works. Users are invited to contact their commercial operator in the event of loss of access to the service, as in normal times.

For further

• How to know your eligibility for optical fiber ?
• I am eligible for optical fiber, how to subscribe ?
• I am not eligible for fiber, when can I be ?
• How to install the fiber in a condominium ?
• I build or rehabilitate locals. How to get fiber, what are the costs ?
• My address is absent or incorrect on “my internet connection”. How to correct it ?

I have the arcep

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You have a problem or dissatisfaction with your telecom, internet, postal or press distribution operator ?

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• The video tutorial
• What becomes of my alert ?
• True or false ?

Fiber: breakdowns, incidents. which encounters the most problems in France ?

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The essential The telecoms regulator, the AREP, published its first observatory for the quality of fiber optic networks in France. If the vast majority of networks work properly, areas and operators are pointed out.

How was the connection of your accommodation to the fiber optic ? No doubt in many cases. You may also be one of the customers who have experienced real galleys in the last meters so that the fiber connects to the telecom cabinet which serves their accommodation. For the first time, the arcep, the telecoms regulator in France, draws up an inventory in the first observatory of the quality of the fiber optic networks.

2 % of lines have difficulties

Almost 60 % of Internet subscriptions are in optical fiber. Or a 10 -point progression in one year. Today 35.3 million premises can be connected to fiber in France. Yet only 19 million premises had an active connection in the first quarter of 2023, according to ARCEP.

It emerges from the observatory that around 2 % of lines have “significantly higher rates than the national average”. They require work to restore infrastructure, pooling or sizing of the network.

Problem departments

To measure the extent of the difficulties in the field, a monthly rate of connecting failures is established by network and by department. The map below, established by ARCEP, lists failures to connect on the fiber optic networks between November 2022 and April 2023.

Two departments are distinguished: Calvados and Haute-Savoie but also part of the Northeast of Yvelines, northern Essonne, part of the Rhône, Loire-Atlantique, Corrèze, Moselle and Bas-Rhin. The failure rate for connection is greater than 11 %.

To a lesser extent, other departments encounter more difficulties in connection than elsewhere: Tarn-et-Garonne and southern Tarn in Occitania, Isère, Loire, Haut-Rhin, Hautes-Alpes, The Alps of Haute-Provence or the Vaucluse. The failure rate is between 8 % and 10 %.

Problem networks

To fully understand how your fiber connection works, there is an infrastructure operator and a commercial operator. The infrastructure operator deploys and operates the network. The best known are called altitude infra, xpfibre (ex-SFR FTTH) or axione. Once the network is built, they charge access to commercial operators that are Orange, SFR, Bouygues Telecom or Free.

The Arcep Observatory reveals for the first time the breakdown rates by network. The worst student is called Sequantic Telecom with a breakdown of 5.37 %. He serves 120 municipalities in France, part of the Haute-Garonne, Hérault and Gard in Occitania. It is followed by Tutor Europ’Sssonne with 5.09 % and Debitex Telecom with 3.09 %.

In Occitania, infrastructure operators display a satisfactory failure rate: Haute-Garonne xpfiber 0.54 %, xpfiber Gard 0.21 %, Tarn Fiber 0.19 %, Orange Tarn-et-Garonne 0.18 %, Fiber 31 0.16 %, Gard fiber 0.13 %, xpfiber Hérault 0.12 %, Orange Gers 0.11 %, Gers fiber 0.1 %. Very low figures but seem very marginal. Except when you are concerned and the Internet does not work at home.

How to resolve difficulties ?

By revealing areas and problem networks, ARCEP has defined two main axes: to improve the quality of the interventions of technicians from commercial operators on fiber optic networks, by strengthening controls and correcting poor workmanship. The second axis is the recovery of the most accident -prone networks.