NRJ Mobile customers continue to face repeated technical problems, without being able to contact any customer service. Some subscribers even find themselves without a phone! A situation that has lasted for months…
Things are not improving for NRJ Mobile customers and ex-customers! Since the start of the school year, many subscribers have encountered technical problems. Whether making calls, connecting from abroad or simply activating their online network, everything was subject to problems (see our article)! Same thing for customer service, since it was simply impossible to contact anyone! One would have thought that the problems would have been resolved by now, but that does not seem to be the case, if we are to believe 60 Million Consumers. To the point that customers find themselves without a phone!
NRJ Mobile: customers are shouting SOS, nothing is going well!
On social networks, criticism is pouring out. “A pitiful service, impossible to reach you regardless of the platform. Rethink your way of doing things because, at the moment, it leaves something to be desired”, exclaims a customer on Facebook. There is no shortage of reasons for complaints! In fact, customers are unable to cancel their subscription, transfer their line to another SIM card or receive a new one. Others are unable to make calls or send text messages. Others have their line suspended after several withdrawals, without having been informed beforehand, or are entitled to surprise package increases. Not to mention the multiple malfunctions of the site and the unresponsive customer service, whatever the means of communication!
The situation is all the more complex as some customers, exasperated by this accumulation of problems, are unable to cancel their subscription given that they have no contact with the operator. On NRJ Mobile’s Facebook accounts as well as on X, there are more and more negative reviews and comments. So much so that the operator is rated less and less well on review sites such as Trustpilot, where it has reached an all-time low rating of 1.2 out of 5, with 91% 1-star ratings. The virtual mobile network operator (MVNO) purchased by Bouygues Telecom in December 2020 is even described as a “mafia” by several angry customers, and some even claim to file a complaint!
NRJ Mobile: what to do about all these malfunctions?
However, Bouygues announced last September that most of the incidents had been resolved. This is not the case in reality. Questioned by 60 Million Consumers, NRJ Mobile justifies itself as best it can: “We are leading a major project to renovate the NRJ Mobile information system. This may have led to occasional disruptions affecting the reachability of customer service. Thanks to the mobilization of our teams, most incidents are resolved.” But the testimonies continue to flow in despite everything. The MVNO, however, mentions a possible commercial gesture, carried out on a case-by-case basis, while remaining deliberately vague.
If you too are having problems with the operator, you can try to contact customer service on 09 69 39 03 11 (non-premium rate number), but we wish you good luck and recommend that you exercise exceptional patience. Otherwise, you can call 3179 to retrieve your RIO code to change operator. THISLuckily, since the start of the school year, small and large operators have been engaged in a real price war with generous packages offered at unprecedented prices (see our article). But the amount of the invoice is not everything, remember to find out about the quality of the network and customer service!
In passing, do not hesitate to request a pro rata reimbursement for days of service not honored, as provided for in thearticle 1217 of the Civil Codeby sending a registered letter with acknowledgment of receipt to the following address: NRJ Mobile Consumer Service, TSA 10101, 69174 Rillieux-la-Pape Cedex. And if the MVNO still does not run, enter the mediation of electronic communications by filling out the complaint form! There is no question of giving in!