The reports follow each other and resemble each other. After the 2021 assessment of communications mediation, which pointed to the increase in disputes related to optical fiber, that of Afutt (French Association of Telecommunications Users) draws almost the same observation drawn from complaints that reach it directly.
Their volume has fallen compared to 2020, but the association considers that this is not due to an improvement in the situation, and rather to a lack of responsiveness on the part of operators which would discourage users from coming forward.
Fixed Internet generated 70% of dissatisfaction last year. A proportion that has been constantly increasing since 2017. In this sector, the two main reasons for dissatisfaction are first and foremost service interruptions and quality defects. On the other hand, there are the delays, even the impossibilities of delivery-installation.
This is jointly due to the deterioration of the copper network and the deployment of fiber optics.
“The deployment of fiber in the territory is not without problems, and generates growing dissatisfaction among those who cannot be connected correctly or quickly, despite having been declared eligible”points out the Afutt.
It requires that statistics on monitoring the quality of service, such as the repair time for example, be systematically published by the operators as required by law.
“AFUTT strongly denounces the lack of publication of this data and urges the public authorities to enforce these provisions as soon as possible. »
A drop in mobile-related complaints
Regarding the mobile, the association records a decline in complaints in general. They mainly focus on contracts and invoicing. The subject of 5G does not come up, due to its low penetration rate. But the association is concerned about the commercial practices that accompany this technology.
She believes that “the presence on the territory without distinctive information of 5G technically very different from each other creates a situation of confusion which harms the informed choice of consumers”.
All sectors combined, SFR* is no longer the operator that arouses the most dissatisfaction. The number of complaints involving it has dropped, even allowing it to move behind Orange, which is now in the lead. However, concerning the mobile SFR remains in first place with 31.5% of the complaints, in particular concerning the forced or concealed sale.
* 01net.com is published by a subsidiary of NextRadioTV, itself owned by Altice Media
Source: the Afutt