The number of complaints filed with the telecoms regulator explodes in 2020

Complaints against French operators are raining down on Arcep. The telecoms gendarme has indeed announced having recorded more than 33,000 alerts – including 27,000 directly on the platform “J’alerte l’Arcep” – in 2020, or 37% more than a year earlier.

“The reports received concern, again this year, the quality of service, including after-sales service,” says Arcep. “Then there is dissatisfaction with changes in networks (deployment of fiber, insufficient mobile coverage, etc.), in particular the deployment of fiber, followed by the commercial practices of operators and the difficulties encountered during a change of ‘operator. “

According to a survey commissioned by Arcep from Ifop, 69% of consumers questioned claim to have encountered a problem in 2020 with their fixed internet service provider or their mobile operator. The Authority notes that the fixed offers offered by operators are singled out more than their mobile offers, which only concern 11% of the complaints received in 2020 by the regulator via its platform “J’Alerte l’Arcep”, which allows each user to report any dysfunctions encountered in his relations with operators, ISPs, postal operators or press distribution.

The landline concentrates complaints

“The year 2020, marked by the health crisis, saw alerts concerning fixed operators increase sharply, while alerts concerning mobile operators decreased slightly in volume. In 2020, the reports relating to fixed Internet were particularly preponderant, in particular for Free, ”says the Authority.

What to shake up the classification of the operators having been the subject of the greatest number of complaints. “Free sees its number of alerts increase and becomes the operator having generated the most reports for 100,000 customers in 2020”, reveals the Authority chaired by Laure de La Raudière, who recently took over this post from Sébastien Soriano , left to take control of the IGN.

Xavier Niel’s operator, who recorded 29 complaints per 100,000 subscribers in 2020, is ahead of SFR in this inglorious ranking. The red square brand collects 26 complaints per 100,000 subscribers on the Arcep platform, while Orange has 25 complaints per 100,000 subscribers. Conversely, “Bouygues is the operator for which the number of alerts, compared to the number of customers, is the lowest”. The operator registers 17 complaints on the regulator’s platform for 100,000 subscribers.

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