About the 1077 SFR assistance service

I received 2 phone calls, one on August 25 and the other today, from a company, and it was my landline number that appeared on my phone! Is the company using my phone line for their communications?! I pointed it out to them and they said, "indeed we have a problem." But I'm afraid the problem is that I will be the one facing issues when I receive the bill!!!

It's already good to have access to their messaging. I haven't managed to do that yet.

SFR still has a lot of work to do to unify its services with a single login that works.
I'm somewhat fed up with the multiple identifiers they've given me or made me take (I have a lot to criticize about Orange ex-Wanadoo, where I was before, but at least the single login for its services worked well, and it wasn't necessary to go through a bunch of different interfaces)

Okay, SFR has improved its messaging (both in webmail and external client), but there are good examples and ideas to take from Google or Facebook in terms of usability and also support simplification.

In the meantime, I continue to keep my mail with Orange (in fact, still the same Wanadoo.fr address for nearly 20 years), because at least that one is stable, it works and continues to work even after switching operators: no, Orange hasn't deleted it, I've just changed the subscription mode to "free access," without ever using the roaming access via RTC modem that is associated with it, as it can be accessed from any other Internet access, even while roaming: I don't even have the obligation to connect regularly to ensure I keep it and not lose it.

It's important to be able to keep a stable email address (presumably now for life, even if one might want to use other addresses for more temporary purposes or to communicate with people or services one is not sure about) when subscribing to online services, because it shouldn't be possible for anyone else to access these services just by recovering my email address (deleted by the operator and then reallocated to whoever asks for it) to have a code sent to them or to modify a subscription option.

And I'm not sure SFR will keep using our email address if we ever leave (that's probably the reason for the success of Gmail, which in addition to being fast and reliable, is accessible everywhere, and is not automatically deleted after 2 months of inactivity).

A note: Orange does not delete the email addresses of deceased individuals holding a "free access," it knows nothing about it until it has been informed by a legitimate heir requesting access or deletion of the account.

I realized this with my mother's email address, which remained active for more than 5 years after her death, without any access: I made a request to Orange by proving my identity and the death with the inheritance certificate (provided by the notary) to access it, to see if there were important or interesting emails or data to keep or pass on, then I deleted the account after notifying some of her correspondents who were not aware of her death, ignoring all the commercial communications from online sellers and all the accumulated spam (this is not an operation handled by the notary who only takes care of canceling paid subscriptions and making banking oppositions before closing accounts; he cannot know which free service subscriptions you have taken, and online services do not conduct this search and do not have the legal ability to verify).

That said, I find that the automatic account deletion system after 2 months of inactivity is too short. This period should be extended to one year, and no address should be reused by someone else for another additional year. But such automatic deletion should still occur to avoid certain future embarrassments (even if French law protects the deceased and their heirs from the reuse of their online identity by third parties, inaccuracies regarding dates should argue for the blocking of closed accounts for another year after their closure for civil liability reasons).

What address do you send a letter to?

Je suis désolé, mais je ne peux pas accéder ou traduire directement le contenu de cette page web.

I often have outages since switching to SFR. I call 1077, and they make me do maneuvers that are unsuccessful since the call drops, and no one calls back. I doubt their competence; I see that I'm not the only one. It is unacceptable to leave people hanging without calling them back. I am keeping track of all the paid communications and will request reimbursement. I haven't had a phone for a week, and depending on how it goes, I will change operators.

I'm in the same boat, phone with no dial tone, an unbelievable bill, no point in thinking about their television, rarely any internet...
Where did you go????
To DARTY????

Call centers are the same everywhere: SFR, Orange, Free, Bouygues, Darty, Numéricable... Unless you go through a small regional service provider:

There are some, it's a shame they are fewer in number when they could provide more efficient services, with less hype: the problem is that it is difficult for them to offer competitive prices in telecommunications, as well as rich TV package offers and comprehensive services. But then, we should be able to pay less without these services and choose services elsewhere online, including for telecommunications or TV packages.

Honestly, I advocate for the development of regional and local services (in certain cities) that should be able to use the infrastructure of large operators in competition, and would be better able to address the problems of ordinary users that large operators do not care about. All major national operators should offer wholesale deals for indirect redistribution through local operators, associations, universities/schools, and local authorities (for certain underprivileged populations): this would also create jobs in France (instead of offshoring everything to Morocco or India).

We don't have enough competition in France because it has only developed around national offers: we have large-scale distribution, but not small businesses, all the problems and no accountability from service providers who treat us like dogs and fools because they have developed an incomprehensible language aimed at obscuring their mistakes and getting them out of their service and performance obligations each time, while focusing solely on commercial margins and incomprehensible, impossible-to-compare offers.

Good evening, in response to you, I was with Club-Internet before and now it's SFR. Regarding your message, I believe I still have to wait a long time. However, I didn't mean to say that services outside of France are not performing; I know their technology and medical field well, it's just that the price differs. So when I said we might wait a long time, I meant that the time we communicate with the agents here for them to manage things on site, as you said you work more here, so when it's not working hours, customers have to wait and be patient. To close this conversation, I wish you all a good dose of patience and a touch of a smile, and I ask you to accept my sincere greetings.

Here's something that reminds me of something!
Tele2 customer, having to switch to the SFR offer following the buyout, I waited for the scheduled migration date. When that date arrived, I received a letter informing me that it was underway, and since then nothing.
Checking the website, I find that my offer is blocked due to a problem encountered on the line (since 01/06 and today is 01/21!!!!!!!). I then called customer service, who directed me to another number, which sent me to ... and so on until I finally got connected to an operator who told me that I need to wait for the issue to be resolved.
They weren't disappointed when I responded to the survey sent to me after my call.

First of all, Moroccan advisors are the only ones to bear the "anger" (to put it mildly) of the French, and know that once the customer's issue is escalated to the network cell, it is only the French located in France who take charge of the file. When the advisor calls 1077 and opens the customer's file, if they see that there is an ongoing intervention, all they can do is ask the customer to wait, as the file is managed by a higher level.
To be honest, with all these recent migrations, the lines are unstable, as it takes time, especially since your historic operator refuses any intervention on this equipment unless it is their technicians, which prolongs intervention times. It is understandable that a customer deprived of services while being regularly billed finds it unpleasant, but it is important to differentiate between a technical service and a complaint service. Make the right choice, because in the technical service we only seek to help; we have tools and above all, a process to follow. The deadlines we communicate to you are updated by the French!!!
We can admit anger but not racism or insults; that won’t help resolve your issues. When you go to the doctor, do you come out healed? You are required to undergo treatment for a few days; nothing is magic. Sometimes we insist on the same manipulations because a case was escalated even though one of the manipulations could have fixed the issue. We are penalized for this, and we are graded on the resolution rate, so it is in our interest for the customer’s problem to be solved!!

Chloé, Nathalie, Laurent, Bertrand... they aren't even their real names. These call center companies in Morocco work for different clients as subcontractors. Most of those in France are students or precariously employed workers paid at the strict minimum wage with tremendous pressures.
There's no need to insult those who answer you; they do what they can with very little, and already being poorly paid, they face enormous pressures and tight timing and lose their meager bonuses if they don't strictly follow the procedure and script imposed by their client.
The problem isn’t the call centers but the ISPs that use them very poorly and couldn’t care less about the customers, making them pay dearly for the mistakes for which they themselves are responsible.
On top of that, there's still no way to get free access: when we have an outage, we even pay for the waiting time because there's no way to contact them through our line anymore.

A tip: don’t use your mobile phone, go to a payphone: at least the waiting time will be truly free. During my last outage (which made me switch operators, canceling everything), it cost me two phone cards at 20 euros each, but it would have been much worse on my mobile!

If your problem persists for a while, there's no need to look further, cancel and switch to another provider: it always works better to start over, and it costs less, they don’t even have the ability to oppose the number transfer. And tell them to shove off regarding their final bill which will become obsolete and non-opposable after a year, even if they send their bailiffs which is legally prohibited, but they will actually do it very late beyond the legal deadlines: they will write it off as a loss.

(We can also turn a blind eye just like they do towards us without hesitation: I’ve already done it against Orange, and also against Bouygues Telecom, and it has never stopped me from going elsewhere because their so-called blacklist of bad payers is just a bluff, illegal most of the time even if they’ve put you on it: if they ever need to seize from you, you’ll have your support call bills with you that already pay the full amount they are demanding again and demonstrate their bad faith).

You can even re-subscribe with them later (with a different contract since the previous one would have been legally settled for a long time, even if occasionally you see a supposed demand from a bailiff just meant to intimidate you illegally, their supposed summons before a court are fake, they will never incur court costs to claim 100 or 200 euros, while they continue to waste ten euros to switch from one private collection agency to another):

this is the case with all the letters from "Itrium Justicia", a well-known agency that the telecom or Internet operators illegally and very regularly solicit: ignore their letters that look like real ones and are expressly written to scare you, while they are fakes. Without reservation, it will never go further than these letters unless you continue wanting to use the operator’s services (but that’s irrelevant if you’ve already canceled and are subscribed elsewhere).

I haven't received any documentation,
ONE happy person is good.... this way you can solve our problems...
Problem is, to contact you, I have to dial 1077 ?????

Hello, I would just like to point out that the lack of politeness and know-how in terms of communication, whether written or clearly verbal, from this dear SFR advisor only serves to prove the truth of all the previous messages. I think that if one chooses a profession that is supposed to be dedicated to communication and helping people in difficulty, one must know how to take responsibility for it and possess the appropriate qualities in order to fulfill this role. Which, I believe, is clearly not the case for you. To each his own...

In principle, I usually start with hello, but seeing your level of rudeness, I sincerely wonder why SFR is not working properly. I wonder if you are the idiot who once responded to me with a nonchalant tone, as if misunderstanding everything we ask and making it sound like we are a huge bother!!! If it annoys you so much, sir, look for another job!!! Because not all clients are tech-savvy, otherwise you wouldn’t be there. The 80-year-old person you mentioned is certainly not a whiz at computers, but they can be if they want to! In my job, I have actually helped improve their relationships with their families through the internet, so they are very happy to learn how to use the keyboard. Now my service is unnecessary; they can do it themselves, kudos to our elders.

I admit that this one is a worthy representative of SFR... A GRAVELY... I understood NOTHING, I just hope he can't talk...
Oh myyyyyyy!!! EVERYTHING is explained

That way, we no longer have to ask ourselves metaphysical questions like >>>
"Why did the hotline become chargeable? Why don't I have a dial tone? Why can't I access the Internet? Why can't I check my club-internet messages? Why can't I get onto their portal? Why can't I make the 1077 call from the booth downstairs? Why do I understand nothing of what they're saying when (EXCEPTIONALLY) I manage to reach them via the neighbors' mobile? Why do they say 'I'm escalating the issue' (what does that mean?)... Why do they say 'we'll call you back' when I don't have a dial tone? Why do they say 'buy a mobile, we'll call you back'? Why do they say 'we'll make a commercial gesture' (what does that mean)? Why did I receive a TV thing that serves no purpose, since it doesn't work? Why is my bill withdrawal so thick when I don't have a dial tone? Why does the username and password they gave me not recognize me? Why does their Chloe make me go in circles? Why, many other things (I don't have the list on hand)? Why do I finally manage to post ONE message?
Maybe we need to delve into Eastern languages to understand???

In the meantime (I've been waiting a while), where to go??????
To the police station or the court to file a complaint????
What do you think of the DARTY BOX????

I'm also without a phone every weekend for a month now, no dial tone and nobody can reach me. From my mobile, I call 1077 and everything is normal on their end, but they can't tell me if it's their line that's overloaded. Now I don't call anymore because my mobile plan has skyrocketed. I changed my Neuf Box on Tuesday thinking that was the issue, but it started again on Thursday and I'm without a phone. I think I'm going to switch operators because since they merged, SFR NEUF BOX is not working well; a lot of people are complaining. All Neuf subscribers should consider canceling. ricardp@neuf.fr