A malfunction of his box, the fiber that does not work or overruns on his mobile bill?
Each year, in France, the Electronic Communications Mediation identifies thousands of disputes.
Good news, these are down 25% in 2022, compared to 2021. In all, 8989 requests for mediation were filed last year with the organization.
“
This downward trend is mainly due to better customer management by operators and a slowdown in fiber connections in 2022
,” says Valérie Alvarez, Mediator of Electronic Communications.
Among the requests, half remain, as in 2021, related to technical problems.
Contracts are the second factor in disputes, ahead of invoicing, termination and services, in equal shares (16%).
Regarding media, mobile remains stable with 39% of requests, at the top of the list.
"
These are above all problems of contracts or invoicing with an increase in prices by the operators
", specifies Valérie Alvarez.
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In her report, the mediator also observes a six-point increase in fiber, which concerns 36% of requests in 2022. The problems remain the same as in previous years, and are above all technical, according to Valérie Alvarez: “
They generally come from damage such as cuts in electrical wires, antenna wires or degradation.
This is also explained by an increase in the number of fiber subscriptions, the majority since the second quarter of 2022, according to Arcep.
A dreaded transition from ADSL to fiber
This trend marks the end of the deployment of ADSL, the commercial closure of which will take place gradually until January 2026. The mediator thus notes a constant drop in requests concerning ADSL since 2019, today at 21%.
However, the switch between ADSL and fiber seems to put off the French: "
consumers are afraid of being faced with difficulties in installing fiber at home, such as the eligibility of their home or quite simply not being able to have a fixed and/or mobile or satellite line.
»
Read alsoTelecoms: Orange plans the end of ADSL around 2030
For consumers who would still like to switch between ADSL and fiber, the mediator recommends recording the change in writing.
“
Operators [should] put in place a process that allows them to ensure that each time a technician intervenes, the customer signs a report in which it is indicated: his agreement on the route of the fiber before the completion of the work and the conformity of the installation after the work
", underlines the organization.
In his report, the latter also makes recommendations for consumers, via videos published on his site.
Valérie Alvarez thus answers certain practical questions, for example “
how to solve a problem that arose when connecting the fibre
”?
The Mediation of electronic communications will publish new videos in the coming days, in order to "
anticipate and resolve the problems
" of the French.
