Customers stranded as Free ends thousands of copper wire internet contracts in France
Subscribers scramble to find replacement as telecoms giant gives them month’s notice
France’s copper wire network is gradually being phased out
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Telecoms giant Free has left thousands of customers struggling to obtain internet contracts after shutting down copper wire networks early.
The company recently sent an email to certain customers with ADSL internet contracts – run through copper wires – that Free’s network was being shut down in their area.
In turn, their contract type was no longer supported and would end in a month.
This comes even though several of the areas impacted are not scheduled to have their copper wiring systems shut off until 2030, and have yet to see fibre-optic broadband replacements installed.
Affected customers live in areas where the ADSL internet is ‘unbundled’, meaning that state telecoms company Orange manages the wires and other telecoms companies (Bouygues, SFR, Free) must pay rental charges to use them and offer services.
This is likely why these areas are seeing contracts shut down long before the end of the copper wire network.
Copper networks replaced
ADSL internet refers to internet access over traditional copper telephone lines using Asymmetric Digital Subscriber Line (ADSL) technology.
Orange is gradually replacing France's copper wire network with fibre optic services.
Communes will gradually see copper connections turned off until 2030, when the entire system goes down.
In areas where copper networks are being cut off, customers must switch to the fibre optic equivalent.
Some residents will be able to obtain grants to help with necessary works to obtain fibre connections – you can read more in our article here.
In areas where fibre optic lines are yet to be installed this is impossible, and leaves customers struggling to obtain a new subscription.
Free was well within its rights to cancel the contracts, as it gave customers at least one month notice (the same it requires of customers cancelling their subscriptions) and it had no legal requirement to keep the lines running.
However, those with ADSL lines formerly managed by Free are now struggling to find a new contract provider, as telecoms companies are unwilling to offer these contracts anymore.
“Without internet, how am I going to pay my bills next month?” said one mother from the Haute-Savoie to consumer watchdog group 60 millions de consommateurs.
Supplier must offer contract
Despite being turned away by several suppliers however, those with ADSL networks and no fibre equivalent are legally required to be offered an ADSL alternative.
French telecoms watchdog Arcep said that ADSL contracts can only be definitively refused if an alternative (i.e, fibre) is already installed in a commune.
Otherwise, the operator of the copper network (usually Orange) must offer an ADSL contract.
According to Arcep, the operator needs to inform any new customers about impending network closures, and cannot outright refuse to give them a contract.
