Telecoms: consumer reports up 37% in 2020 – teller report


The confinements have clearly been there: many consumers have alerted Arcep, the French telecoms gendarme, to the dysfunctions of the latter and unresolved disputes.

In 2020, Free has the most dissatisfied customers

Telecom operators need to do much, much better. In 2020, desperate consumers were still very numerous to denounce them to the Regulatory Authority for Electronic Communications, Posts and Press Distribution (Arcep). Year over year, the number of alerts jumped 37%. Better knowledge of the “J’alerte l’Arcep” site or greater dependence on the fixed home network? Arcep does not provide any explanations for this sudden jump in reports.

In 2020, for 100,000 customers, the operator Free recorded the highest number of reports (29), ahead of SFR (26). Traditionally the worst student in the field, the operator at the red square gives way for the first time to Xavier Niel’s “baby”. Next come Orange (25) and Bouygues Telecom (19).

Fixed Internet malfunction reports explode

The reports received most frequently relate to the quality of service, including after-sales service. This is followed by dissatisfaction with the deployment of fiber and insufficient mobile coverage, operators’ business practices and the difficulties encountered when changing operator. An important part of the alerts concern the dysfunctions of the fixed Internet, which has become an essential service with the generalization of teleworking.

While many of the alerts have resulted in a call to order, in the most serious cases Arcep has gone so far as to initiate formal proceedings against the operators concerned.