Free

Internet and tv network stopped working yesterday morning but we had not changed any settings. We first followed checked the settings as advised on our online account without results and then made a request to the online proxi support. It has been 36 hours now and nobody contacted us. There is no way to reach the support team by telephone, it is only possible to leave a message. We have left 2 messages already. We have to work from home tomorrow and still have no internet. All is well until you have an issue... We are highly disappointed with the company and will most probably change our internet provider.

Equipment is good, service is fine but speeds on fibre nowhere near what is claimed EDIT: local telephone pole was damaged some weeks ago, it has affected fibre speeds. Unable to get past Free's automated systems to resolve the issue so am taking my business elsewhere

Basically, they keep charging me even though I cancelled my subscription, and I could only contact them by sending them a handwritten letter. Here is the long ass story: I was living in France and using Free.fr for my SIM card, and all this was problem-free and easy to use. However... When I had to leave France and needed to return to my home country, I went to one of the stores to get help cancelling my subscription. I did it 2 months before leaving France, and I got a confirmation email. So all good. BUT then, suddenly, after my end date (in July), and mind you, they had 2 months to figure all this out, I got another bill saying some payments were missing, and since I was on holiday, I didn't send the money the same day, but the next day. Then they say, "Because I sent the money too late (I had one day and no warning?), here is now another bill. And I was like wtf. So I sent those, and I'm hoping this is all done then. Mind you, I tried to call them, but they only have one number on their website, and I can't call them - it says the number is not valid. Yes. I remember to add the +33 because it's a French number, and I no longer have a French SIM card. Then the next month I get another bill for August because they reopened my account, which is illegal btw. I can't cancel my account because, as the woman in the store said, "it's a bit of a maze to do it online", so obviously I couldn't remember the right way to do so. So I sent one of my friends, who is still living in France, to go down to one of the stores and figure it out. But this was no success... They needed me to be there, and the guy from Free didn't know what to do, and I should contact the customer service. So I tried everything! I searched the internet for any other number. I tried to call the same number from my phone and from two of my friends' phones. I tried to find any email contact I could write to. Nothing worked. September came... Guess what... another bill for a service I have cancelled and haven't been using now for 2 months. So I did the last thing I could, I wrote them a letter. I explained that I would not pay the two bills because I have not been a Free member since July, and I included in the letter my confirmation that the service ended back in July. So could they please close the account for good, stop sending me bills and delete the two bills since I haven't been a member or used their service. At the beginning of October, I got a response from them. They will stop my account, but they do not acknowledge my end date, and I still have to pay them. At the end of October, I go back to France for a small vacation, and I go to one of the stores in Paris, and explain all this to one of the workers, and he's like "then don't pay them". So I didn't, and now I get an email from Réf CFR, who's basically treating me to pay, and I have this one day to do so. If you want to be a Free member forever, then this story is not for you. For everyone else, please don't do it; you obviously can't talk to them, and their workers don't know anything, and the only way to communicate WITH A TELEPHONE SERVICE is by a handwritten letter. (We are talking about 70 euros, I had to pay extra, without using their service, because they apparently wouldn't accept a "no" for a "no"). What a joke.

Excellent contact avec l'agent free au téléphone qui a donné satisfaction a ma requête.