-
French teenager suspected of plotting terrorist act at Paris Olympics
The 16-year-old had ‘pledged allegiance’ to Islamic State and has admitted his plans
-
Blades of Paris Moulin Rouge cabaret club mysteriously fall off
It was not a windy night and the blades are checked regularly, say managers
-
How does your area of France fare for delay to see a doctor?
Some departments are in particular trouble when it comes to waiting times for specialists
Customers unhappy with mobile and fibre after fast roll-out in France
High-speed internet access has improved but customers are complaining about poor quality service and shoddy installation
France’s all-out push to increase mobile phone and high-speed internet access has left many customers unhappy with the service once they get it.
Record number of complaints
Some 17% of SFR customers have complained about phone or internet – 13% of Bouygues customers, 9% with Orange, and 8% with Free, says telecoms regulator Arcep.
Years of investment might have improved access but Arcep said the quality was lagging, judging by the number of complaints on its J’alerte l’Arcep app.
These hit 38,060 in 2021, up 14% on 2020, although the regulator said a survey by poll firm CSA had found a very slight improvement on the ratings customers gave the four main operators.
SFR was lowest, with 7.2 out of 10; Bouygues 7.5; then Free and Orange on top, with 7.9.
The previous year’s results varied between 7.1 and 7.7, with the firms in the same positions.
Read more: Snail-pace data, good deal: Which French mobile operator do you use?
Installation subcontracted up to eight times
Arcep said that while only 30% of users complained of mobile problems, 51% complained about fixed lines, especially fibre-optic lines, where 49% had technical problems – as against 27% for fraud and nuisance calls.
Hardest-hit were customers on Free and SFR, with complaints of not enough lines and broken fibre-optic cabling.
Journalists from Le Monde discovered that work installing fibre-optic cabling could be subcontracted up to eight times, with the final installer making very little and some even ‘stealing’ lines from other operators to complete jobs.
Before-and-after photos could raise quality of work
A follow-up on TF1 news found connection cabinets left by subcontractors with a ‘rats nest’ of jumbled cables and some residents opening cabinets themselves to reconnect, rather than waiting weeks for the operators to do the job.
Arcep is looking at making installers take before-and-after photos of cabinets to ensure good work.
Related articles
Tens of thousands of French homes lose internet as vandals cut cables
Can I use my French mobile in the UK without roaming fees?