Fibre installation in Alsace: delays, errors and billing issues

To the Editor,

Further to your recent article on poor quality fibre internet connections, I have encountered significant problems trying to obtain a fibre internet connection in Alsace.

More than 18 months after requesting fibre, we have had three technician visits — all initially sent to the wrong address. 

The first two did not connect us, despite the network running next to our house; the third confirmed it was technically feasible.

However, Orange then cut off our ADSL line without warning, leaving us without telephone or internet for several weeks — unable even to contact emergency services. 

Only after visiting an Orange shop and applying for a new connection were we reconnected (via ADSL), but with a new phone number and email addresses.

Since then, we have received multiple invoices for non-existent fibre connections, often linked to an address that does not exist on our street. 

Despite these being cancelled on request, we have also received repeated demands for payment, as well as requests to return internet boxes that had already been handed back to an Orange shop (with receipts).

And we are still waiting for our fibre installation.

T.E. by email

Have you had similar problems getting a fibre connection in your area? Let us know at letters@connexionfrance.com