What to do in the event of a breakdown or problem on the Free network? In this file, discover the reflexes to adopt, the sites to consult and the operations to be carried out in the event of a breakdown or malfunction on the French operator’s Internet and Mobile network.
Unfortunately, failures and problems on the Free network are frequent. A few days ago, on September 9, 2020 to be exact, a major failure of the Free network affected the North, Île-de-France and Brittany. The causes can be varied, between internal problems, damage to the DNS, or cyberattacks.
If you are having trouble connecting, the first thing to do is to check the status of the Free network. To do this, several options are available to you:
- Call Free customer service: Free teams can be contacted directly by phone at the following numbers: 1044 (for non-subscribers) and 3244 (for subscribers). Note that subscribers can join Free from 7 a.m. to midnight 7 days a week
- Use the online chat service of the official website
- Contact a Free operator via the Face to Free videoconferencing service
One of the quickest solutions, however, is to go to the specialist DownDetector site. This extremely practical site lists all the breakdowns and problems affecting the most popular apps and services of the moment such as the SFR, Bouygues, Free networks, but also the Fortnite, Xbox Live or Instagram servers. .
Read also: Freebox Pop – already 50,000 subscriptions, the cheap box of Free is a hit
Thanks to DownDetector, you will be able to quickly take stock of the situation : since when have the anomalies occurred, which territories are most affected, the number of problems reported, etc. You can also go to the Comments section to see the extent of the damage and to get advice from knowledgeable users.
In the event of a problem on the Free Mobile network in mainland France
If you are having difficulty making calls, texting, and surfing the Internet on 4G / 3G, a failure on the Free Mobile network may be the cause of the problem. Two cases are possible:
- The service is operational, but your mobile has no network
- The service is not available or does not cover the area you are in
In the first case, configure your smartphone in automatic network selection and restart it. If the problem persists, it could be either a failure on the Free network that has not yet been listed, or a malfunction of your smartphone.
If you travel to France, be aware that there are still some parts of the territory that are not served by the Free Mobile network. To check if you are in an area where the network has been deployed, just go to the Free Mobile network coverage map. Thanks to this portal set up by Free, you can directly consult the availability of all services (Call, 2G, 3G Roaming, 3G Free, 4G) on French territory.
In the event of a network problem abroad
First, you should check whether you have not accidentally activated the option to block the mobile plan. Indeed, this feature automatically blocks your package abroad, to avoid unpleasant surprises on the bill at the end of the month. All you have to do is go to your Subscriber area to deactivate / activate the option.
If this is not the case and the problem persists, do not leave the Subscriber area and make sure that the “Travel Package” option is indeed checked. Then go to the settings of your smartphone, direction Mobile data network
Read also: Free Mobile offers roaming in 72 destinations, here is the new coverage map
What to do in the event of an Internet network failure
Here we will focus on two most common figures: either the Wi-Fi network is not detected by your device, or you experience certain slowdowns when you browse the net.
When Wi-Fi is not detected
If the strength of your Wi-Fi signal is abnormally weak, go to your Subscriber area, change the channel and uncheck the option Hidden network. If the maneuver has no effect, there may be an ADSL connection problem. In this case, try to connect the box and the PC wired, via an Ethernet cable to see if you can connect.
If so, the fault is indeed from the Wi-Fi. You must then go to your Subscriber area to set up your Wi-Fi network again, and restart your Freebox.
When Internet browsing is slow
First of all, it is worth checking the speed of your internet connection. To do this, go to the Nperf.com site. This site allows you to test the speed of your ADSL, VDSL, cable, fiber or satellite connections free of charge. Before proceeding with the test, please cut off all downloads in progress, as well as all devices connected to your Freebox.
Then take a walk in the Control Panel
When the problem concerns Free’s DNS
Sometimes the operators’ DNS servers have problems. Rather than spending hours cursing in front of your screen, just take a few minutes to change your DNS in order to regain access to the web.
To do so:
- On Windows: Go to the Network and Sharing Center
then right click on your connection. Go to the Propertiesand fill in the two boxes at the bottom Preferred DNS server and Auxiliary DNS Server Internet Protocol Version 4 (TCP / IPv4)
- On Mac: Go to System Preferences
then add the DNS of your choice by clicking on the + located at the bottom left
Then just enter one of these DNS servers, reputed to be reliable and robust, and resume your activities:
- Google: 188.8.131.52 / 184.108.40.206
- Cloudflare: 220.127.116.11 / 18.104.22.168
- FDN: 22.214.171.124 / 126.96.36.199
Can I request financial compensation in the event of a prolonged outage?
The answer is yes. Operators with an obligation of result, you can claim compensation in the event of a prolonged breakdown or if the damage in question has caused you additional costs, which can happen in this period when teleworking is more and more widespread.
To do this, you will need to contact Free customer service and provide you with adequate supporting documents. In these situations, the best is still to send a registered letter to the consumer service of the French operator. If the process is successful, Free may grant you financial compensation, proportional to the personal costs generated by the failure.