Free

If you think that Free.fr deals look good, especially with their no-cancellation fee then read the below and see if its still something for you.I moved to France temporarily 2025 and needed a French mobile/internet. Free-fr seemed like a good solution for me, and the deals seemed ok considering they promised no cancellation fee for mobile/internet.When I left France 2026 I provided the required translated documents as proof of moving including: (I) move-out inspection documents, which were accepted by a major French insurance company, (II) my new address abroad including electrical bill(III) and I even had to provide a copy of my ownership contract of my housing that I moved to (as Free.fr requested)My current situation is that I get a generic reply from them stating all the documents I need to provide them (which I have already send to them). They also write that they have tried to call me without success (which is not true, my french number with them has been cancelled, and they do not call to my new number abroad that I have provided them). They also say I have 3 months for sending the right documents. And they have already charged me the 69 euros cancellation fee, which they withdrew from my account already a week after my cancellation was initiated.Right now I don't know what else they want from me, or if I will ever get my money back.Update 12 June 2026 (after my post at Trustpilot): I now received a reply through their online cancellation service, that they do not accept English as a way to communicate and that I have to post a letter to them in French. In their requirements they state that they accept English or French, and that the documents can be uploaded through their online cancellation service.Update 16 June 2026:After asking them why they do not accept my documents, and after sending my communication translated to French, and by pointing out their own requirements to opt out of the cancellation fee, and after sending all documents again I receive a reply that something is missing in either my cover letter or supporting documents, but they do not specify what it is. What a circus.After reading some reviews by others it is clear that this is not an isolated case, this company is just driven by money, they do not care about their customers, and if you try to leave they will stop at nothing to take what they can. Once you have left, all the channels are cut of and there is no way to get in direct contact with their customer service.

Very poor customer service. Every agent gave different information, making it impossible to get a clear answer.Several interactions were rude and dismissive. I was told things like, “There are no managers here, I am my own manager” and “This email doesn’t concern you”, even though it had been sent to me. The most frustrating part is that there is no practical way to contact Free in writing. You are forced to rely on phone conversations with agents who often struggle to communicate clearly, or spend your own money sending registered letters.

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.