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Online FAQ: Emergency and troubleshooting | SFR Business, SFR assistance Troubleshooting and contacts in the event of an incident

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Assistance SFR Troubleshooting: What to do in the event of an SFR incident and which contact

In the event of a connection problem with your SFR box, you can perform yourself Several checks Before contacting SFR customer service. In this article, we explain all the checks to be performed.

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Mobile in broken down, theft or breakage of equipment are binding unexpected for your activity.

In the event of a problem, you can take the necessary steps to declare the incident. Just go to your Client area and follow the stages indicated. When this is not possible, you can contact the service concerned.

Find them essential steps to know in an emergency.

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Assistance SFR Troubleshooting: What to do in the event of an SFR incident and which contact ?

You have a problem with one of your SFR equipment ? Do not panic. Thanks to this article, you will know what to do in the event of a problem with your SFR box, your SFR fixed line or your TV SFR decoder. SFR troubleshooting will no longer have any secrets for you.

You want to talk to an advisor ?

  • The essential :
  • In case of Problem with your SFR box, Before using SFR troubleshooting, you can restart your box, inspect the lights and test your Internet connection.
  • In case of problem with your SFR fixed line, Check the connections and lights of your line. You can also diagnose your fixed line from your SFR administration interface.
  • In case of Problem with your SFR TV decoder, Refer to the SFR error code that appears on your screen.

SFR Troubleshooting: restart its SFR boxes

In the event of a connection problem with your SFR box, you can perform yourself Several checks Before contacting SFR customer service. In this article, we explain all the checks to be performed.

It all depends on the model of your SFR box for certain checks, the procedure depends on the model of your SFR box: NB4, NB6, Box Plus, very high speed box (THD), SFR Box 7 and SFR Box 8. In this case, we explain the steps to follow for each model of SFR boxes.

In case of Internet connection problem, The first thing to do is Restart your SFR box. Whatever the model of your modem, the procedure is the same. You have 3 steps to follow.

  1. Disconnect the power outlet of your SFR box.
  2. Connect your SFR box again.
  3. Wait between 1 to 2 minutes.

Once your SFR box is restarted, check if your connection problem persists. If so, it’s time to Check the lights of your box Using the next section.

SFR box troubleshooting: Check the lights of its SFR box

After restarting your SFR box, check the Box lights in order to perhaps learn more about the cause of your connection problem. The lights and their meanings differ according to the SFR box model that you use. Find below all the explanations necessary to verify the indicators of your SFR box, whether it is an NB4 box, a NB6 box, a plus box, a very high speed box or a SFR box 8.

The control of the lights with a SFR NB4 box

With a NB4 SFR box, 2 situations are possible.

  1. The light @ is off, flashing or orange and fixed:
    • Check that SFR has not reported a network incident in your region.
    • Check that you have paid all your invoices and that your SFR line is not suspended.
  2. The indicator @ is lit in a fixed manner and green in color:
    • Check the Ethernet cable connections.
    • Check the operation of your WiFi SFR network.
    • Check your CPL connections.

The control of the lights with a SFR NB6 box

With the NB6 SFR box, several scenarios are possible.

  1. THE “Access” indicator (bottom right of your box) is off: check first that your NB6 box is well connected to your telephone socket and that the cable that connects them is not damaged. If the “Access” indicator is always extinguished:
    • Consult the SFR website to find out if the operator has reported a network incident in your region.
    • Check that your SFR line is not suspended and that you have paid all your SFR invoices well.
  2. THE “Access” indicator is on :
    • Check the connections of your Ethernet cable if you are connected by Ethernet.
    • Check your wireless connection if you are connected by wifi.
    • Check your CPL connections if you use this type of housing.

The control of the lights with a Plus SFR box

Several situations are possible with the Box Plus SFR.

  1. THE “Access” indicator (bottom right of your box) is turned off: check that the telephone cable connects your box well to your telephone socket. Also make sure it is not damaged. In this case, you can also check:
    • If there is a network incident indicated by SFR in your region.
    • If your SFR Box line is suspended.
    • If you have paid all your SFR invoices well.
  2. THE “Access” indicator is on :
    • Check the connection of your Ethernet cable.
    • Check your wireless connection.
    • Check the connections of your CPL boxes.

Control of lights with a very high speed box SFR

Find the possible situations with the very high speed SFR box below.

  1. The light @ of your box is turned off where it flashes : Check the connections in terms of your telephone socket. Also remember to check the condition of the cable that connects your box to your telephone socket. If the indicator @ is always extinguished, 2 checks are still possible:
    • Has SFR pointed out a network incident in your region ?
    • SFR has suspended your line, because you have not paid all your invoices ?
  2. The light @ is lit and fixed : check the condition of your SFR wireless connection or your Ethernet connections if you use an Ethernet cable to access the Internet.

The control of the lights with an SFR Box 7

In the event that you have a SFR Box 7, here is the essential information to know about the features of the modem:

  1. The indicator @ indicates the condition of your fiber connection if you have a SFR box 7 fiber: in the absence of a fiber connection, the indicator is turned off. When connection to the Internet is underway, it flashes. Once the fiber connection is established, it remains on continuous.
  2. The indicator indicates the fiber synchronization of the box: in the absence of fiber synchronization, the indicator is turned off. During a configuration phase, it flashes. When the fiber connection is established, it lights up.
  3. The WiFi light indicates the condition of the box: if the wifi of your box is disabled, the light is off. When it flashes, it means that it is being activated. Once the wifi works, the indicator should remain on.

LED control with an SFR BOX 8

You have a SFR 8 box ? Find the possible situations below.

  1. THE Internet light flashes or is turned off: the problem may come from your connections in terms of telephone socket. Check them and make sure the cable connecting your telephone socket to your box is not damaged. If the problem does not come from there:
    • Find out about the network incidents reported by SFR.
    • Make sure you have paid all your SFR invoices. If this is not the case, your line may have been suspended by SFR.
  2. THE Internet light is fixed and lit:
    • Your Ethernet cable.
    • Your wire wireless connection.

You want to discover the other SFR boxes ? Find the best price on our SFR box comparator:

SFR Troubleshooting: Testing its SFR Internet connection

If the Box lights Haven’t taught you anything, it’s time to Test your Internet connection. To do this, you just have to connect to different websites. Two cases of figures are then possible.

  1. The slowness of display only occurs for Only one website ? In this case, the problem does not come from your SFR Internet connection, but from the website you are trying to go.
  2. The slowness of the display occurs on Several websites ? In this case, it is very likely that your problem is indeed from your SFR box.

To find out more about your Internet connection, do not hesitate to make a SFR speed test. Find in our article dedicated to the SFR debit test all the explanations on this test and how to perform it.

SFR troubleshooting: Make a diagnosis of your SFR box

Last step, but not least: if the steps detailed above in this section have not allowed you to solve your SFR connection problem, you can do A diagnosis of your SFR box. To do this :

  • Connect to your SFR & me application with Your SFR identifiers usual.
  • Go to the section “Assistance”.
  • Launch a Diagnosis of your SFR box.

If your SFR box presents a problem, you will automatically be redirected to SFR customer services. You can also contact yourself a SFR advisor in order to be helped by composing the 1023 (Open Monday to Saturday, 8 a.m. to 10 p.m.).

The loan of a modem during the entire process of Troubleshooting your SFR box, You can always access the Internet with SFR Wifi hotspots. You can also ask to do lend a SFR webtrotter Or use your smartphone in modem and take advantage of your mobile internet to have a private WiFi network.

What to do in the event of a problem with your SFR fixed line ?

SFR problem fixed: verification of connections and lights

Line-SFR-Depannage

In case of problem with your SFR fixed line, you have 3 steps to follow To try to find the cause of your problem.

  1. Check your connections : The first thing to do is check the connections between your SFR box and your landline phone. Also make sure that the cable connecting your box and your landline phone is not damaged.
  2. Check the lights of your SFR box ::
    • If the Telephone light (Tel) of your SFR box is turned off, Check that your service is well activated from your SFR order tracking (accessible from your SFR customer area). You can also find out about the network incidents reported by SFR in your region. Bad weather can, in fact, impact the quality of your telephone services.
    • If the Internet light (titled @ or access) is off, fixed and orange or indicator, Your problem comes from your internet connection and not from your SFR telephone line. See you above in this article to see what to do in the event of a problem with its SFR box.
  3. Restart your SFR box ::
    • Disconnect the power supply from your SFR box.
    • Connect your SFR box again on the power supply.
    • Wait about 1 to 2 minutes.

If the message “VOIP KO“Affects on your SFR box then the problem is linked to the home phone. The VoIP KO signal designates a problem encountered by the box in the fixed telephone line. To solve this problem, go to our article dedicates: how to solve the VoIP KO problem on a SFR box ?

The problem with your SFR fixed line persists ? It’s time toDiagnose your SFR fixed line. To find out how to do it, go to the next section.

Electromagnetic disturbances you can also check that there is not too many devices around your SFR box and your phone. Indeed, devices such as a hi-fi speaker, a baby alarm or a halogen lamp can generate electromagnetic disturbances who interfere with the quality of your SFR connection.

SFR Troubleshooting: How to make a diagnosis of its SFR fixed line ?

To make a Diagnosis of your SFR fixed line, You have 10 steps to follow.

  1. Go to theWeb management interface of your SFR box. To do this, from a device connected to your Internet network (by Ethernet cable or WiFi), go to the address “192.168.1.1 ”.
  2. Click on the section “State”, Then on the tab “Telephony”.
  3. Check that the handset of your phone is well hung and that your line is active.
  4. It’s time to make the 1st stage of the diagnosis. To do this, click on “Maintenance”, “Diagnostic” And “Launch step 1”.
  5. Click on “Launch step 2” To check the condition of the electrical circuit of your telephone network.
  6. Click on “Launch step 3” To verify that your SFR box can reach your landline phone. During this stage, your phone should make a ringtone. If it’s not the case :
    • Check them your phone connections (on port Tel of your SFR box).
    • Change phone and relaunch step 3 if possible, otherwise contact the SFR customer service.
  7. If your phone sounded well during step 3, you can click on “Launch step 4”. You must then check that your fixed phone emits a tone. To do this, pick up your handset and listen. If you don’t hear any tone, go back to step 3.
  8. If you have heard of a tone during the previous step, click on “To restart” And wait a few minutes for your connection to recover.
  9. It’s time to restore the default settings for your box. To do this, from the administration interface of your box:
    • Go to the section “Maintenance”, Then “System”.
    • From the “Configuration Settings” tab, select “Restore the default settings”.
    • Finally click on “To validate” To confirm your choice.
  10. When the Access diode has become fixed, your connection is restored.

If your fixed telephony problem persists despite this diagnosis, contact SFR customer service by making up the 1023 (Open Monday to Saturday, 8 a.m. to 10 p.m.).

SFR Troubleshooting: What to do in the event of a problem with a SFR TV decoder ?

Error code C11 SFR, Error C03 SFR, Error C20 SFR: How it works ?

When your SFR TV decoder has a problem, he will let you know through an error code displayed on the screen of your television. Error code C11 SFR, Error C03 SFR or Error C20 SFR, Each SFR error code is made up of one or more letters and one or more figures.

Thanks to error codes, SFR can indicate the problem encountered by your TV decoder saving space. Each SFR error code has a particular meaning and indicates a specific problem for you. To learn more about the Meaning of SFR error codes, Go to the next section.

Meaning of SFR error codes for TV decoders

An SFR error code cannot have several meanings. It is therefore easy to understand what it tells you. To do this, see yourself table below.

Like the error code C11 SFR, Error code C03 SFR or code C20 SFR, Some error codes are more common than others. They therefore appear in the first lines of the table. Others are no longer used by most SFR TV decoders, They therefore appear at the end of the table.

Your decoder displays the bad time or your decoder and your SFR boxes do not display the same time.

To solve the problem, restart your decoder and go to the 911 channel. Then keep the yellow button on your remote control pressed then restart your SFR box.

How to contact the SFR assistance in the event of your box breakdown ?

If after following the previous recommendations, Your box still doesn’t work, It may be faced with a SFR breakdown more important than a simple technical dysfunction. In this case, it is recommended to solicit SFR assistance To get help.

Find below the different means of Contact SFR assistance ::

SFR assistance by phone:

To contact SFR’s troubleshooting assistance, it is possible to speak directly to an advisor to SFR technical customer service by calling 1023, Monday to Sunday from 8 a.m. to 9 p.m. If you are a fiber customer, contact SFR fiber customer service.

Online SFR assistance:

It is also possible to obtain help from an advisor from the Online Chat SFR, Accessible on the operator’s site or from your customer area. SFR technical chat advisers are available from Monday to Sunday, 8 a.m. to 9 p.m, To answer your questions and direct you to a specialized service if necessary.

A quick online alternative also consists in directly accessing the FAQ of the SFR community on the website. You will discover a multitude of questions as well as any difficulties encountered by other SFR customers, accompanied by the responses provided by SFR agents. These responses could possibly help you solve your own problem.

SFR after -sales service on social networks:

SFR offers its customers the possibility of contacting the SFR after -sales service On the following Twitter account: @Sfr_Sav. This account is recognized for its great responsiveness Faced with customer requests. Another advantage is the ease of interaction with an advisor thanks to private messaging, available at any time of the day.

Do not hesitate to consult the news wires of the Twitter and Facebook accounts of SFR. It is very likely that you will find information there If a network failure is underway.

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