Can SFR clients claim compensation for France-wide outage on June 16?
Some customers are still experiencing issues despite the mobile operator stating its network has been fully operational since midnight June 16
An outage on June 16 made access to texts and calls, as well as broadband and internet access, impossible for many SFR customers
photofort 77/Shutterstock
Mobile phone operator SFR announced this morning (June 17) that its network has been fully restored since midnight, after a massive outage on June 16 made access to texts and calls, broadband, and internet impossible for many on the network in France.
“SFR once again sincerely apologises to its customers for the inconvenience caused [due to a “software incident”] and thanks them for their patience,” the operator stated in a press release.
On social media, some customers are reporting that the service is still down, with others only able to make appels d'urgence (emergency calls).
SFR agents are advising people to reboot their device or switch temporarily to airplane mode then back again.
The disruption has led some customers to ask if they can get compensation for the outage - we look at whether this is possible based on network rules.
How to make a compensation claim
In order to receive compensation, SFR states that the outage must last more than 48 consecutive hours or exceed 10% of the month's duration.
Since SFR says the issue was resolved within 24 hours it is unlikely that any financial reimbursement will be granted, however customers can try making a compensation claim - especially if still experiencing network issues.
First, you need to note precisely when and for how long you were affected by the outage.
You will also need to justify your claim by explaining the consequences of the outage (on work, studies, appointment, for example).
You can also add any supporting evidence and screenshots. Sites such as Downdetector can be useful for indicating outages.
Once each of these elements has been compiled, you can then submit a complaint by logging into your SFR espace client (personal online portal) via the website or mobile app.
SFR will have one month to reply to your claim, although there is no guarantee that your request will be accepted.
If you are not satisfied with the response, you can try contacting the médiateur des communications électroniques (electronic communications mediator).
This service can intervene free of charge to try to resolve a dispute with your telephone operator or internet service provider that cannot be settled directly with the company.
For full details, visit the dedicated government website.
Read also: Price drops for French mobile contracts - which offer cheapest deals now?
