Pathetic customer service by the SFR

[gauravth01]

A very disappointing experience with SFR France when we relocated to a new apartment and asked SFR to transfer our fiber internet connection. We made this request on 2nd September and the initial appointment they gave us was of 9th September which the technician postponed for 12th September. Finally the technician arrived and started the network at our new apartment. This connection worked very well that night however it stopped working from the following morning leaving us with no internet at all with WFH for my husband.
We immediately brought this to SFR's notice and they gave us the next appointment for 19th September which we later got a mail postponing this 22nd September.
Later, we received a message from them further postponing this appointment to 10th October. We were left high and dry without internet all this while and a very bad response everytime we tried to connect with SFR.
On 21st September when my Husband called them to exaclty know the position of our complaints they finally settled on an appointment on 28th September which we are really not sure will be served by them.
They have given us a pocket box connection which works as bad that when we connect 2 mobiles to that it fails to even load a single page and they expect us to be OK with such a bad network pocket box during such times when an internet connection at home is a necessity when people are working from home.

If there is any regulatory authority whom we can report this online, please let me know. I would like to report them the incompetence if honouring SFRs commitment.

[Antony · Accepted solution]

Hello @gauravth01,

Thanks for your message, sorry to ear about all this.

For now, know that you can benefit, in addition to your current pocket box, from the option «Dépannage Fixe» allowing you to benefit from 200GB of DATA, on a Mobile SFR or RED line in case of incident on your home line. To benefit from it, schedule a phone appointment, at the time of your choice, to take stock of the situation. To do this, download the SFR&Moi application and then go to Aide > Nous contacter > Poser une question commerciale > Poser une question par messagerie and let us guide you, in order to talk about this with a member of the SFR customer service.

Do not hesitate to give us news following the planned intervention.

Hoping to have been able to help you 🙂


Have a good day!