Outage disrupts mobile service

On October 21, 2026, millions of Orange and Sosh subscribers experienced a major outage, losing mobile network coverage for several hours. The incident was linked to a failed migration to a new mobile network core, a process that involves updating the central system managing network operations.

Orange offers data compensation

In response to the outage, Orange announced it would double the mobile data allowance for affected customers for one month, starting from the renewal of their plan. However, some subscribers expressed a preference for a reduction on their bill rather than additional data they would not use.

Some receive bill reductions

A user on X claimed to have received a 10 euro reduction on their bill after requesting a financial gesture from Orange. They stated they preferred the discount over unused data and provided a screenshot of an SMS confirming the discount. Another Sosh subscriber also reported receiving a 10 euro discount on their 15.99 euro plan, along with one euro on a second plan.

No official 10 euro discount

Orange has not officially announced a general 10 euro reduction, and these instances appear to be individual commercial gestures. The company's contracts include provisions for compensation in the event of service interruption, though the amount and conditions depend on the outage's duration and specific terms of each offer.

How to seek compensation

Subscribers seeking compensation can contact Orange customer service at 3900 or file a complaint through their client space, in the "Account" section, then "Follow-up and Procedures." Sosh customers can seek assistance through their online support. The goal is to explain the disruptions and request a bill reduction.

Success depends on approach

Some subscribers reported that stating the additional data was not of interest in their complaints led to successful outcomes, though there is no guarantee of the same result for all. If subscribers experienced a particular loss due to the outage, they can provide proof to support their claim. If they are not satisfied with Orange's response, they can contact its Consumer Appeals Service or, under certain conditions, the mediator for electronic communications.