Consumer and banking · Telecommunications · unsupplied service
Internet outage in France: challenge the bill
Document an internet outage before disputing the bill: dates, support tickets, the service actually unavailable and credits already received. You can request restoration and examine a price reduction or proven loss. The procedure differs depending on whether the service has already been paid for. Subscription proration offers a basis for discussion; it does not automatically establish statutory compensation or a right to stop payments.
- Official texts cited
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- Drafted with AI assistance, our method
General legal information with official references and dated checks. It is not personalised advice: for a decision that commits you, have your situation checked by a qualified professional.
Julie by AlphaDeep
Does a personal Wi-Fi problem prove a network outage?
No. Describe observations and equipment; support and the contract help examine the technical cause.
Read the referencesYour connection failed or the bill ignores the outage: let’s organise tickets, dates and the request.
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What evidence should be kept when the outage begins?
Record dates and times, incident references, correspondence and contextualised test observations. Distinguish line failure, indoor Wi-Fi, personal equipment and the contract’s advertised speed. Retain restoration commitments and evidence of backup arrangements; an isolated screenshot may not identify the cause.
Related step: Consumer and banking
Téléphone, internet ou télévision : exécution et évolution du contratCode civil, article 1231-1
How can restoration of the promised service be requested?
Send a factual complaint and, where needed, formal notice identifying the promised service, affected period and support steps. Request a response and restoration within a period appropriate to the case. This tool supplies no universal repair deadline for every incident.
Related step: Delayed or cancelled flight: what follows a complaint to the airline in France?
Code civil, article 1217Mettre en demeure son fournisseur d’accès à internet de fournir le service promis
Is subscription proration an automatic refund?
No. Article 1223 distinguishes a service not fully paid from payment already made, with formal notice, notification or agreement under its framework. After payment and without agreement, a reduction can be requested in court. Isolate the affected package component and deduct credits already granted for that period.
Related step: French legal expenses cover: what does your policy say?
How should outage-related requests be separated?
| Request | Needed evidence |
|---|---|
| Restoration | Promised service and incident facts |
| Reduction | Component, period and payment |
| Damages | Proven loss and causal link |
| Mediation | Prior complaint and response |
Code civil, article 1223Code civil, article 1231-1Code civil, article 1217Téléphone, internet ou télévision : exécution et évolution du contrat
Can the cost of a backup connection be added?
Additional loss needs a supported amount and connection with the failure to perform. Retain the invoice, duration, asserted necessity and correspondence; separate it from the unsupplied service price. Entering an expense proves neither operator fault nor a reimbursement obligation, particularly where the cause is disputed.
Which bill adjustment can be prepared for the unsupplied period?
Fictional example: 6 of 30 days for a €29.90 component gives €5.98, before examining entitlement and credits.
Fictional example · Your preparation worksheet
After payment, seek written agreement on the reduction; failing agreement, it may be requested in court. Proration does not automatically create a refund.
Draft for review · starts with a fictional example
Documented period
2026-10-06 to 2026-10-11, 6 inclusive days
Illustrative component proration
€5.98 before credit
Requested adjustment after credit
€5.98 for discussion
Subject: service not supplied from 2026-10-06 to 2026-10-11.
The attached tickets and observations record 6 affected days within the billing period. I request restoration of the promised service if needed and examination of a €5.98 adjustment after declared credits.
Please explain in writing the cause relied on, contractual commitments applied and your response to the account; relevant evidence is attached.
Connect dates to support tickets, correspondence and technical observations.
Isolate the internet, telephone or TV component actually affected within the billing period.
Request restoration, a written response and review of the account; quantify any proven additional loss separately.
Proration assumes one billing period and the entered figures. It determines neither technical fault, force majeure nor a statutory daily award; check the framework before withholding payment.
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What does the governing text say about unsupplied service?
En cas d'exécution imparfaite de la prestation, le créancier peut, après mise en demeure et s'il n'a pas encore payé tout ou partie de la prestation, notifier dans les meilleurs délais au débiteur sa décision d'en réduire de manière proportionnelle le prix.
L'acceptation par le débiteur de la décision de réduction de prix du créancier doit être rédigée par écrit.
Si le créancier a déjà payé, à défaut d'accord entre les parties, il peut demander au juge la réduction de prix.
In plain English: Price reduction and damages follow different conditions; entered figures prepare a discussion without deciding liability.
What follows an unanswered outage complaint?
Keep the date of the written complaint and follow customer-service and consumer-service escalation before mediation, according to responses and applicable periods. Mediation is not a court ruling and does not ensure payment. Contract termination is another procedure: first clarify what you are requesting.
Saisir le médiateur des communications électroniquesCode civil, article 1217
What else should you know about unsupplied service?
Does a personal Wi-Fi problem prove a network outage?
No. Describe observations and equipment; support and the contract help examine the technical cause.
Téléphone, internet ou télévision : exécution et évolution du contrat
Should days already credited be claimed again?
Identify credits for the same period to avoid a duplicate request.
Can the entire bundle price be applied to one affected service?
Check which components were unavailable and the package rules; the calculation does not decide that classification.
Téléphone, internet ou télévision : exécution et évolution du contratCode civil, article 1223
Does the tool recommend blocking the operator’s debit?
No. It prepares an evidenced request and does not validate unilateral non-payment.
Which sources explain unsupplied service?
- Code civil, article 1223Légifrance
- Code civil, article 1231-1Légifrance
- Code civil, article 1217Légifrance
- Téléphone, internet ou télévision : exécution et évolution du contratService Public
- Mettre en demeure son fournisseur d’accès à internet de fournir le service promisService Public / INC
- Saisir le médiateur des communications électroniquesService Public
Texts cited last checked: 20 October 2026