SFR have been good to us. About three years ago, while with Orange, we experienced a loss of service for about seventeen days in one month. Orange tried to say the problem was in our house, which it wasn’t. I’m an ex-BT Engineer and told them the fault was not with us. The fault was eventually cleared and Orange stated we would be credited the following month with €25 for the inconvenience. Our bill duly arrived without the deduction. I contacted them and was told it would appear the next month. Then we had a loss of service for a further fifteen days. This time at my request they sent a technician as they again said the problem was in our house. The technician duly arrived and didn’t do a lot, but said we needed a new cable from the house to the exchange in the village. He said that was SFR’s responsibility as they maintained the network. Two SFR technicians arrived. The younger said that his partner was very good and if he couldn’t get the line working, nobody could. He identified the fact that we had several spare pairs of wires going back to the exchange from our house and asked if we minded if they were used to give service to two fairly new build homes over the road from us. We had no problem with this. One of the families we knew quite well and they had been told by Orange that it would cost them €20,000 to have service supplied to them as it would entail digging up the road! While they were there, the older technician went to see if he could solve the problem from the exchange. That didn’t work, so while at our house he called Orange and asked them to re-configure the line. This was done and our telephone worked normally again. Due to previous lack of service with Orange, we regretfully decided to move to SFR as my wife required the telephone and internet for her business. We used the letter of resiliation and gave Orange the required notice. Their final bill arrived, but still without the €50 that we had been promised. We boxed up the tv box as requested and it was posted back to them, recorded delivery. We paid their bill, minus the €50 we had been promised and that started a series of demands from Orange for the €50. The never replied to any letters (recorded delivery) saying that we were in dispute. I couldn’t find anyone to complain to, but eventually found an address for someone fairly high up in Paris, who actually replied stating the €50 they required was for the non-return of the tv equipment. I proved to them that we had returned it and said that now they had raised the issue, it was actually €100 they owed us as hey had not returned the deposit. No reply. The next thing was a letter from a debt collector. I wrote back to them, sending them copies of all of the correspondence that I had sent to Orange. They weren’t interested, just sent another demand. I called them and said that I was in dispute with Orange and they said that I had every right to be. I then received another bill. I called them again to be told that if I didn’t pay the bill, they would take our car. I paid.
We have never had a problem with SFR. On the anniversary of our joining, they called us and reduced the monthly charge by €5 for the telephone/internet service and a further €5 for my mobile phone. Not that I use it all, but I get a greater data allowance with SFR than I did with Orange.