SFR breakdown: reimbursement possible under certain conditions

To find out if an outage is still ongoing, the best way is to visit the DownDetector website. The website operates on a participatory basis, allowing members to report when they experience outages with multiple services. When multiple complaints are activated at once, the gauge for the service in question increases, which generally means that an outage is in progress. This is particularly what happened on Monday, June 16, when a peak in activity was observed around 12 p.m.

As we indicated in our article, a refund from SFR is possible under certain conditions. Indeed, the operator's services must be inaccessible for 48 cumulative or consecutive hours to be eligible for a refund.

However, since a regulation from November 2024, it is possible to demand compensation from your operator if you experience an outage lasting more than 8 hours. The amounts to be claimed are minimal, however: expect to pay around €1 for the 8 hours of outage, then €1.50 for each additional day. To do this, you will need to contact SFR and attach all documents likely to prove the duration of the outage and its impact on your day.

Several hours after the outage was resolved, SFR is providing more information about the situation. As more and more customers begin to regain their mobile services, the operator explained to our colleagues at FranceInfo that the problem was "software-related," which resulted in random disconnections. This explains why some subscribers were still able to make calls while others were unable to use their phones for several hours.

On social media, SFR announced that the outage is over and that all mobile services have been restored. However, some users continue to complain about not being able to make calls or send text messages using their smartphones. If this is also the case for you, consider disabling and then re-enabling your mobile data. If this still doesn't work, try restarting your smartphone to reconnect to your mobile network and re-enter your SIM card PIN.

On the networks, many SFR customers have expressed their dissatisfaction following the massive outage. Through some posts, it is even possible to find subscribers who wish to terminate their contract with SFR to move to another operator. A legitimate wish, especially given SFR's current financial situation .

If you wish to cancel your contract with SFR, you will need to contact an advisor by phone at 1023 or 0970831023 (freephone), Monday to Saturday, from 8 a.m. to 8 p.m. This advisor will then inform you of the postal address to which to send your cancellation letter. Please note that only the owner of a line can request its cancellation. This cancellation is generally effective within 10 days of receiving your letter.

However, be sure to check your cancellation conditions. If you had an offer with a commitment, additional fees will be charged.

While SFR has communicated about the restoration of its network, it has not elaborated on the causes of the massive outage that affected many users. The operator simply cited "significant malfunctions on the mobile network" as an explanation, without going into detail.

The SFR outage caused numerous and lengthy connection problems for customers. Can these random, multi-hour outages be a source of compensation? It's unlikely: nothing obliges the operator to make a goodwill gesture in the event of an outage lasting a few hours, especially if the company acted quickly to repair the outage. SFR also sets out the conditions for accessing compensation in its general terms and conditions of sale: a refund proportional to the length of the outage is possible if the outages last more than 48 consecutive hours or exceed 10% of the monthly duration.

If obtaining compensation seems unlikely, customers affected by outages can contact their provider to obtain a temporary means of internet access while the outage is repaired, most often a 4G or 5G key.

The answer to this question depends primarily on the duration of the outage. Some SFR customers were able to use the operator's network after a few hours, but this isn't the case for everyone. The outage must last 48 consecutive hours or 10% of the calendar month to qualify for a refund.

It is still possible to make a complaint to the operator's after-sales service via the number 1023, but it is preferable to wait until your network is restored first and to have taken screenshots to prove the network unavailability.

If your complaint is accepted, the operator may then make a commercial gesture or even refund your offer. If the complaint is refused, however, you will have to turn to legal action or contact a consumer association .

SFR has seen a significant improvement in its services following the announcement Monday evening that internet and mobile services had been restored. "All mobile services that may have been impacted by yesterday's incident have been fully restored," the operator insisted in a message posted on X peut before 8 a.m. this Tuesday morning.

As of Tuesday morning, the SFR outage remains unresolved, even though many customers have regained network service. SFR issued a statement overnight about the situation, without saying much more about the source of the problem: "The malfunctions encountered since midday on our mobile network are resulting in random disconnections for our subscribers. Our technical teams carried out several operations this afternoon, which have enabled us to restore some services," it reads.