-
Did you know French police can check your home when you are away?
Here is how to sign up for the service, as well as a special check for elderly people. Plus, advice on how to avoid ‘fake police’ scams
-
MAP: Which areas of Paris have had the biggest property price drops?
Drops of around 10% (up to €1,100 less per m2 in real terms) have been seen in several arrondissements. Only one has not seen a significant drop
-
Eight scams doing the rounds this summer in France
Summer travel means one thing: More scammers, especially on the roads and at transport hubs. Here are tips to avoid falling victim
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
![sylv1rob1 / photofort 77 / Shutterstock French mobile operators](https://image.connexionfrance.com/282999.webp?imageId=282999&width=960&height=594&format=jpg)
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?