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Complaints about the quality of internet connections exploded with the 2020 lockdowns

2021-05-02T18:28:12.233Z


The Arcep platform, the Telecom gendarme, recorded a 37% increase in reports which mainly concern the Internet


A videoconference that does not start due to lack of Internet access, a video on demand that only loads in slow motion or hashed calls on instant messaging… so many scenarios that are quick to annoy a confined consumer. The Regulatory Authority for Electronic Communications, Posts and Press Distribution (Arcep) was able to fully appreciate the importance of a good connection to the Internet in a year 2020 spent largely at home. Its “J'alerte l'Arcep” platform and its services have recorded a spectacular increase (+ 37% over one year) in malfunction alerts. Of the 33,362 reports made, the quality of service and after-sales service from operators and Internet Service Providers are the number one complaints (40%). Dissatisfaction with the evolution of networks,such as the deployment of optical fiber or mobile network coverage in an area, comes second (23%) while complaints about operators' commercial practices (10%) complete the podium.

“We had already had a busy year with reports in 2018, but in 2020 they logically focused on the quality of fixed Internet service faced with the high expectations of citizens concerned by teleworking, home schooling or digital leisure activities », Analyzes Laure de La Raudière, the new president of Arcep. “The networks held up well but the quality of service was not always there for users exasperated by the health context”. The alerts platform also acts as a distorting mirror: only citizens who have experienced problems have resorted to reports. To counterbalance these necessarily subjective findings, the administrative authority ordered a more representative survey of the population from the Ifop institute, which confirmed the lessons observed.

The fixed network of Free particularly noted

All operators and ISPs have experienced an increase in criticism from their customers.

In the general classification of bad students, Free (Iliad), however spared in 2019, recorded the most reports (29 per 100,000 users) followed in a pocket handkerchief by SFR (Altice) - 26 per 100,000 users - and Orange (25/100 000).

Bouygues Telecom brings up the rear with 19 reports.

Going into detail, the alerts on the fixed Internet, both for optical fiber and the copper network, focus primarily on Free (80 per 100,000 users) far ahead of Orange and SFR neck and neck with 65 alerts and once again Bouygues Telecom with 45 complaints.

Slightly decreasing, alerts on the quality of mobile networks focused in order on Bouygues Telecom (11 reports), SFR (9) Free (7) and finally Orange (6).

"The objective of these data is not to sanction or point the finger at operators or ISPs" underlines the president of Arcep.

"But that they take seriously the concerns expressed so that they improve their networks, we will re-insist on these points during our next discussions on the quality of the networks and the connections to the fiber".

Source: leparis

All news articles on 2021-05-02

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