On May 7, 2025, Free, a prominent telecommunications operator in France, faced a significant outage that disrupted both its fixed and mobile networks across multiple regions. The outage began around 12:30 PM, affecting thousands of subscribers, particularly in the Occitanie region, with reports of service failures peaking shortly thereafter.
According to reports on Downdetector, a platform where users report service issues, the number of complaints surged dramatically around 2 PM. Free acknowledged the situation via their social media channels, stating, "Hello, our fixed and mobile networks are currently experiencing disruptions. Services have been significantly affected since 12:30 PM in parts of the following departments: Aveyron, Gers, Haute-Garonne, Lot, Tarn, and Tarn-et-Garonne." This message confirmed that the outage was not isolated to a single area but rather widespread.
Many users took to social media to share their experiences, with reports indicating that locations such as Toulouse and Blagnac were particularly hard hit. The outage rendered internet, telephone, and television services unavailable for many, creating a frustrating situation for both personal and professional users.
In total, over 4,000 fixed subscribers and more than 4,500 mobile users reported issues, highlighting the scale of the disruption. As the hours passed, the situation became increasingly dire for those relying on Free's services for essential communication and internet access.
By 3:30 PM, Free announced that a power restart had resolved the outage, stating, "Following a complete check of our equipment at the connection nodes in the area, an electrical restart has restored services." However, the initial cause of the outage remained unclear, and customers were left wondering about the reliability of their service.
The core of the outage appeared to be concentrated around Toulouse, where many municipalities reported service failures. Users in areas like Colomiers, Ramonville, Labège, and Saint-Orens experienced complete loss of connectivity, with some describing a return to a disconnected daily life. The outage affected both 4G and 5G networks, rendering smartphones unusable in large swathes of the affected territories.
Reports indicated that several dozen DSLAMs, essential for routing ADSL internet traffic, became inaccessible in the impacted regions. Additionally, optical switches, which facilitate fiber optic connections, were also reportedly out of service. These components are crucial for maintaining network fluidity, and their failure can lead to widespread connectivity issues.
As the day progressed, Free's technical teams were mobilized to investigate the outages and restore services. However, the company has not provided a clear timeline for when normal service would resume. The lack of specific communication from Free left many customers feeling anxious and frustrated, as they were unable to receive timely updates regarding the status of their service.
For subscribers, the only immediate recourse was to attempt basic troubleshooting measures, such as restarting their Freebox or checking connections. However, many users found that these steps were ineffective given the scale of the outage. Common error messages, such as connection loss notifications, were reported frequently.
The situation was particularly challenging for remote workers, who rely on stable internet connections for their jobs. With fixed lines down and mobile services disrupted, many found themselves unable to communicate effectively or access necessary online resources.
Historically, Free has faced outages before, including a significant incident last summer that affected the Hérault and Aude departments. During that event, the company reported a "multi-operator incident," indicating that the issues were not solely isolated to Free's infrastructure. However, this latest outage appears to be more extensive, affecting a larger area and a greater number of users.
As of the latest updates, Free has not disclosed the specific technical issues that led to the outage, nor have they provided a detailed explanation of the steps being taken to prevent future incidents. The lack of transparency has raised concerns among customers about the reliability of their services.
In summary, the May 7 outage was a stark reminder of the complexities involved in telecommunications infrastructure and the potential for widespread disruption when technical failures occur. As Free works to restore services and address the root causes of the outage, many subscribers are left in limbo, hoping for a swift resolution.
For those affected, the experience has been a frustrating reminder of how dependent modern life has become on reliable internet and mobile services. As the situation continues to develop, customers are encouraged to stay informed through Free's official channels for the latest updates.
