Free problem: what to do in the event of a breakdown on the free network

If the problem free persists, do not hesitate to contact customer service who, if necessary, send a technician to your home.

Free Fiber Problem

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Monday September 25, 2023 01:18

In production: 18,730 dslams and 1332 optical switches
In testing: 54 dslams and 21 optical switches

No incident today

No DSLAM currently unreachable

2h								6 a.m								10 a.m								2 p.m								6 p.m								10 p.m
Paris	1	1
Seine et Marne	1	1
Yvelines	1	1
Essonne	1	1
Hauts-de-Seine	1	1
Seine-Saint-Denis	1	1
Val de Marne	1	1
Val d’Oise	1	1
Paris (FTTH)	1	1
Essonne (FTTH)	1	1
Hauts-de-Seine (FTTH)	1	1
Seine-Saint-Denis (FTTH)	1	1
Val-de-Marne (FTTH)	1	1
Val d’Oise (FTTH)	1	1

2h								6 a.m								10 a.m								2 p.m								6 p.m								10 p.m
Brittany	1	1
Center-Val de Loire	1	1
Normandy	1	1
Pays de la Loire	1	1
Brittany (FTTH)	1	1
Pays de la Loire (FTTH)	1	1

2h								6 a.m								10 a.m								2 p.m								6 p.m								10 p.m
Bourgogne Franche-Comté	1	1
Large east	1	1
Hauts-de-France	1	1
Bourgogne Franche-Comté (FTTH)	1	1
Grand Est (FTTH)	1	1
Hauts-de-France (FTTH)	1	1

2h								6 a.m								10 a.m								2 p.m								6 p.m								10 p.m
New Aquitaine	1	1
Occitania	1	1
Occitanie (FTTH)	1	1

2h								6 a.m								10 a.m								2 p.m								6 p.m								10 p.m
Auvergne Rhône-Alpes	1	1
Corsica	1	1
Provence-Alpes-Côte d’Azur	1	1
Auvergne Rhône-Alpes (FTTH)	1	1
Provence-Alpes-Côte d’Azur (FTTH)	1	1

Legend : No incident in this sector – at least one current incident in this sector – the entire sector is under an incident.
NRA -75: IPV4 – NRA -75 equipment: IPv6 equipment – One box: 30 minutes. Free-Raseau scans the network every 15 minutes.

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Free problem: what to do in the event of a breakdown on the free network ?

You meet Internet or mobile network problems with your Free operator ? You do not know what are the steps to take and how to remedy it ? Whether it is a national, occasional or frequent network failure, this article is made for you ! It will help you understand the cause of the problem to quickly orient yourself towards suitable solutions.

• The essential
• In the event of a network breakdown, the first thing to do is Check the condition of the Free network.
• If the problem free does not come from a national failure, The steps are different depending on the type of device who encounters problems and his operating system.
• Requests for compensation can be carried out with the operator, in Some specific cases.

Breakdowns on the free network: how to know if there is a free problem in progress on the network ?

It is necessary to initially check the operating state of the Free Internet network. There are several independent sites that regularly check the state of the Free Internet network throughout France, depending on the various departments. These sites are called Down Detector. You can also monitor the operator’s social networks to be notified of a possible free failure. In particular, we advise you to subscribe to the account Twitter @Free_1377 To not miss any info on any network problems of the operator of Xavier Niel.

1. The Free network undergoes disturbances ? To have detailed information on the progress of the incident, you can contact Free.
2. The Free network works correctly in your region ? Then follow the advice presented in the rest of this guide.

Free problem: your device is configured correctly ?

If the problem you encounter does not come from a free national failure, then its resolution goes through several stages. Before going into technical details, it is essential to start with Configure your phone and/or computer correctly to be able to benefit from internet access. The configuration depends on the device used and its operating system.

Internet access: Configure your mobile

Depending on the brand of your smartphone, different parameters may explain a free problem.

You have an iPhone ?

Start by checking that your SIM card is well inserted into your mobile phone. Then just connect your iPhone to the iTunes app and Update network settings (APN), For full use of your phone on the Free network.

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You want to take out a new Internet offer ?

You have another operating system (Android, Windows, Blackberry) ?

For any other type of operating system, the steps are different. It will then be necessary to Check certain network configurations and connection So that your mobile can use Free Internet services properly:

• Connection speed (3G, 4G or 5G).
• Data roaming option.
• Access point name (APN).

Internet access: Configure your computer

To access the Internet on your Mac OS or Windows computer, the configuration is similar: first of all, you have to make sure your freebox is functional: make sure the WiFi light is turned on. At a connection Free in ethernet, to connect your freebox to your PC, just connect the Ethernet cable to the suitable port on your computer. This simple connection is enough to give internet access. Regarding wireless access with wifi, it becomes automatic as soon as the Freebox is connected correctly and operational (time displayed). No activation is to be made. You just need to select the right wifi network from your computer and fill in connection information.

Problem to the Free Mobile network: 2 cases to follow according to your free failure

To solve your current free mobile breakdown, you must first take into account your location.

Free network breakdown in mainland France:

In this case, the first step is to verify the availability of the Free network according to your location. For this you can Consult the free mobile network coverage card. Two cases may arise: the service is theoretically available but your mobile has no network, or the free service is not available.

If you are in the case where Free covers the area properly where you are located, It may be useful to configure your mobile phone in automatic network selection and restart it. The problem can then come either from an incident on the national network of Free or a poor configuration or breakdown of your mobile device.

If you are in the case where The Free Service is not available, This means that the Free Mobile network does not yet cover the area, it is still being deployed. The only possible solution will then be to move to areas where the free mobile network is deployed, or to change operator to choose one that covers the place where you live.

Free network failure abroad:

The first step is to verify that you have not activated the blocking of the mobile package, which prevents the use of the package from and abroad.

• If you have activated this option, simply go to your subscriber space to deactivate it.
• If you have not activated the blocking option of your Free Mobile package, then other parameters can be the cause of the problem. In your subscriber space, check that the option “Travel package” is activated and that your mobile be configured as an option “unlocked package”. It is also recommended to Check that data roaming either activated on the mobile phone and restart your mobile After this configuration. If, after these recommendations, your connection problems are not resolved, go to the Free Mobile assistance site.

Once communications abroad restored, you must remain vigilant to avoid off-form.

Free internet breakdown: 2 cases according to your problem

To resolve your current internet breakdown, look if the Free problem is linked to a WiFi network which is not detected (signal problem), or to an internet navigation which is slow.

Free Internet problem: your wifi is not detected

First of all, check that the wireless network connection icon appears well at the bottom of your screen (only for Windows). Then, after activation of your Freebox WiFi mode, your network should appear in the list. If this is not the case, check that the WiFi device of your computer is well installed and active, set up your subscriber space while trying to change the channel, then uncheck the “Masked Network” option. Windows computers have an option to diagnose and resolve Internet connection problems.

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If after these procedures the signal remains low in wifi: it can be an ADSL or fiber connection problem. In this case, just connect an ethernet cable between the freebox and the computer and see if it works. If this is the case, the free failure comes from wifi. It will then be necessary to configure your wifi network in your subscriber space by changing the WiFi channel, then restart your freebox.

Internet network problem: your Internet browsing is slow

First do a flow test to find out what is your internet connection speed. Then check the activation condition of the network device of your computer, Relaunch the network card and renew the DHCP lease. Finally, Configure the DNS (Domain Name System) automatically. Also check the installation of the Freebox within your accommodation: you can use a repeater or a WiFi amplifier if the box fails to cover your whole home.

If the problem free persists, do not hesitate to contact customer service who, if necessary, send a technician to your home.

How to request compensation if the network problem persists ?

Staying whole days without network connection remains more and more complicated for subscribers. Fortunately, in some cases it will be possible to request a Compensation to the operator. Except in cases of force majeure, operators have a results requirement. If the service is faulty, they will therefore be obliged to compensate you (any free failure which originates from a problem concerning your accommodation, computer or mobile will not be enough to obtain compensation).

How much can you be compensated ? It is possible to request a refund corresponding to the period when the service has not been rendered. In some exceptional cases, such as an extended breakdown or a breakdown that caused you additional costs, you can receive a supplement compensation in addition to a first financial compensation (proof is then requested). How to do it to make the request ? First contact free customer service. If this approach does not succeed, Turn to the free consumer service, By sending them your request by mail.

Free, the low-cost operator who catches up ?

Known for its unbeatable prices, Free offers internet and mobile non -binding offers that have revolutionized the telecom market. He has been developed in mobile offers for the past ten years, by being a Important place in the low-cost market. If a few years ago, Free presented some weaknesses compared to its competitors in terms of network quality, It’s less true today. Indeed, the operator who accused a Network delay Compared to other suppliers has made important efforts to climb to the main competitor.

In 2023, Free can boast of competing with Orange, SFR or Bouygues Telecom by offering a quality network. The 4G network of Free is now available on 91% of the territory of metropolitan France (which represents more than 99% of French), and the operator is currently the leader in terms of the deployment of 5G sites. Faced with many complaints from subscribers to their operators, Arcep has set up a Regular monitoring of network failure rates, in order to regulate the inconvenience linked to regular incidents.

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You want to take out a new Internet offer ?