Be careful if you are a Bouygues Telecom customer: the operator now charges a very high price for basic services when you request them from the hotline. Operations that remain free if you go through the website…
We knew that Bouygues Telecom – like SFR – had the annoying habit of discreetly increasing the prices of its mobile or fixed plans, on the pretext of offering more services or data (see our article). But it would seem that the operator has found a new technique to improve its income: billing for services, especially when they are carried out via the hotline. Often basic operations, such as changing the password for the Wi-Fi network of the box or paying bills by credit card. And which, for some, remain free when you do them directly via the Internet, on the operator”s site, without asking for help. Thus, when you look at Bouygues Telecom’s new tariff schedule in force since April 2022, we learn that it is now necessary to put your hand in your wallet to benefit from basic services, especially when you go through the hotline, which now applies “processing fees”. A policy that is curious to say the least, which is likely to greatly annoy customers who have missed out on the information…
Bouygues hotline: routine operations billed at a high price
Beware, therefore, if you call 1064 support (Bouygues customer service), you will inevitably have processing fees applied. However, unless you have leafed through the fee schedules in application Before calling the Bouygues Telecom hotline to ask to carry out an action or a service, it is better to know what you are exposing yourself to. For example, if you call to pay a mobile bill by credit card, you will now have to pay €7.50, while this operation remains free if you go through the operator’s website. As for the termination of the mobile option at Customer Service, mobile offer migrations or IBAN changes, they are currently billed at €7.50, regardless of the method used. Ditto for the renewal of the mobile phone, which costs 10 €.
The problem is the same if we look at the boxes. Here too, the payment of a mobile bill by bank card is invoiced at €7.50 via the hotline and remains free if it is done online. Similarly, a duplicate of invoices already produced and sent to customers by paper mail is now charged €7.50 by the operator. And if you decide to change your payment method or IBAN, it will also cost you €7.50 in the shop or at 1064, while being free on the website. And it doesn’t stop there! Changing the name of the Wi-Fi network and the Bbox password is currently charged €9 to 1064, while the change is free – and simple – on the Bouygues Telecom site. The same goes for configuring Wi-Fi time slots or fine-tuning the Bbox.
If you are a Bouygues Telecom customer, be sure to find out about the rates applied before requesting service from the hotline. And give preference to the customer area of the website over telephone advisors!