“In April 2019, I moved into a new house that I had built. Since then, no operator has been able to install the fiber for me. Nobody wants to provide me with ADSL either. I am blocked. What can I do ? " Asks Isabelle A.
Laure Littardi, a lawyer at UFC-Que Choisir, answers him.
“As soon as an operator informs you that your accommodation is eligible for fiber and that you take out a subscription with him, he is required to provide you with the subscribed service. It cannot hide, for example, behind the failure of Orange, which is fiberizing your city.
In practice, send a registered letter with acknowledgment of receipt to your operator's customer service advising him to respect his obligation of result and to activate the fiber as soon as possible. At a minimum, you can request an alternative solution while waiting to be connected to the fiber, such as a 4G key or - because they are still on the market - an ADSL offer.
If you do not react within one month, bring the same complaint to your operator's consumer service. You do not have to be late. And if the delay still cannot be resolved, the electronic communications mediator can intervene in your dispute. It is also possible to alert Arcep, which is the regulatory authority for electronic telecommunications and postal services, of your difficulties. But it will only be an alert. "