Free Reviews 

Sofar lost fibre for most of September. Had two engineers (one was a sub contractor) visit, they changed a part then run away. Box sitting in 3-4. When I asked for compensation I was told I might get a refund for lost days. So I will get the money I have paid for a service refunded maybe! They charge 49 euro for a visit if it's not there fault. They have also charged me for Netflix that I cannot watch. Please find anyone else....

Careful! They say they have international data, but when I tried to use them in Macedonia, they charged me 60 euros saying that I was actually in Albania (which is crazy, because not only do I have proof that I bought an Albanian SIM card to avoid this problem, but I also have proof of a bus ticket--and a text message from my Albanian service--that shows I was already in Macedonia at the time Free charged me).

Then, I tried to contact customer service. Shocker! There's no way to contact them when you're abroad. And then, when you try to discuss the problem via phone, they say you have to send a LETTER (like what the actual, in 2025?) to discuss your issue. So then, you spend more of your money to send them snail mail, just to have them write back that you should go screw yourself because they're keeping your freaking money.

And don't even try discussing the problem with someone in person--the people at their storefronts are just there to sell you stuff and will also hit you with the "just send a letter" spiel.

Lovely service. NOT!

Horrible customer service

We have gotten internet service from July 28th, it's now the 18th, it's not installed yet and they keep stalling us, a few times we got appointments for the internet to be setup they didn't do it properly. The box they sent has not arrived yet. They offered to give us a simcard so we can use the internet on that, so we accepted, they switched our sim to their company but that hasn't arrived either. Incredibly bad experience, at least for us that don't speak french that much.

Equipment is good, service is fine but speeds on fibre nowhere near what is claimed
EDIT: local telephone pole was damaged some weeks ago, it has affected fibre speeds. Unable to get past Free's automated systems to resolve the issue so am taking my business elsewhere

I sent a registered termination letter — yes, in the 21st century we are still sending paper letters — explaining that I am moving to another country. In this case, Free states that no €59 fee will apply. But guess what? Apparently, no one even read my letter. They are asking me to pay €59 and, on top of that, they are still charging me for a contract that is already cancelled! It seems that in France people don’t know how to work properly.

⸻

French translation:
J’ai envoyé une lettre de résiliation en recommandé — oui, au XXIᵉ siècle, nous envoyons encore des lettres papier — en expliquant que je déménageais dans un autre pays. Dans ce cas, Free indique qu’aucun frais de 59 € ne s’applique. Mais devinez quoi ? Apparemment, personne n’a lu ma lettre. Ils me demandent de payer 59 € et, en plus, ils continuent à me facturer pour un contrat déjà résilié ! On dirait qu’en France, les gens ne savent pas travailler correctement.

I don’t care what any bad reviews say - I can travel to an ever growing number of countries…. And the data is free, no eSIM or stress needed!

I had a call from SFR trying to persuade me 20/ month was expensive, I had to carefully explain - they keep adding countries at free.fr to the free data plan, soon they will have half The world covered ….. it’s invaluable if you travel a lot. Vietnam got added today ! Thankyou free, just in time for me to cancel my eSIM

Value for money if you travel a lot!

Keep up the good work free, keep adding countries

Super!Super!Super!

Its been six months the box is never connected to internet every time technician will come check and go and after that free customer care will call and say we will escalate the issue, to surprise every month they will deduct the amount without fail without providing the service no wonder why free is failing in France

English version (for international Trustpilot etc.)

I recently upgraded to Freebox Pop and expected to be able to watch the included TV content (OQEE) on my iPhone, as I had before. But to my surprise, the OQEE app is no longer available in the UK App Store, and the oqee.tv website forces a redirect to the app, making it impossible to watch unless I use a workaround like “Request Desktop Site” in Safari — which is ridiculous.

I didn’t even ask for the TV part of the subscription (there was no option to remove it), and now I’m paying for something I can’t access normally on my phone. For international residents with Free subscriptions, this is really poor service. Please fix this — we shouldn’t need to be IT experts just to use what we’re paying for.

I've never encountered such poor service. I applied for a free connection in March, received the box in April, and only got a technician visit in May—who then said the equipment was broken. Despite repeated technician visits, the issue remained unresolved for weeks. When the connection finally worked, it lasted barely 2–3 weeks before failing again. The process started over with clueless technicians making false promises. A temporary backup Wi-Fi (not fiber) was provided, but it’s unreliable. Meanwhile, the company promptly charged €90 for an installation that barely worked. The whole experience has been frustrating and unprofessional. Do you genuinely care about providing service, or is this a joke?

It does not work, even reading the fine lines does not help. You have to pay to call from France to any other european country.. which is not at all clearly stated.. you only find out when they block your number because you call for over 30 euros.. but funny part there is no way to actually call them or contact them online.. only if you have the free number or you have to find someone to borrow their phone to call them. Then funny enough you also pay for every small country in Europe, Monaco, Jersey, Guernsey, etc.. but also if you call Germany or the UK.. then if you are in the small country like Jersey, you pay 0.06cent/Mo which is huged and not clearly stated, as apparently not part of the UK officially but again Free does not say it explicitely you find out once you get billed.. very hard to get a hold of them.. then if you upgrade to get free data to higher offer from free to forfait free they need 24h to upgrade you so you are stuck paying 60 euros per Gigabytes of data you use.. woaw, great job free

En 1 mois, ils ont plus d'incidents que sur des années avec Orange. Trois tickets sur 3 jours, ça donne envie, non?
Ticket Incident
ven. 20 juin 2025 - 12:03
Ticket Incident
jeu. 19 juin 2025 - 08:20
Ticket Incident
mer. 18 juin 2025 - 08:09

Update: its true, my emails to Free were not read, so they billed me for equipment after i returned the equipment and provided proof of the return with photos. there was no customer service phone number and no one reading my emails sent in reply to these bills for equipment. but i did manage to speak to a human who called me after i messaged Free Telecom via Facebook Messenger. We figured out i had forgotten to return the Free Telecom equipment sent in 2022 for TV, that i had never wanted, never used and had stored in a long-forgotten cupboard. So he cancelled my bill and I will return the unwanted materials at my own expense because i used the original return voucher to send the wifi router. Still overall, not a good experience, despite the efforts of that one, kind, helpful customer service agent. Why do Free Telecom send people equipment that they dont want? Why not read your clients emails before sending a punitive bill? I upgrade by one star to two stars.

Service Wi-Fi correct, service client et résiliation catastrophique: Free a tiré 190 € de mon compte alors que j'ai rendu tout le matériel de Freebox wifi dans les délais corrects. Environs un mois après que je l'ai restitué le box je reçois un mail qui me menace avec jusqu'à 400 € de frais. Je les envoie les preuves -- le photo de matériel wifi l'emballé et le paquet qui j'ai restitué selon votre système Relais Colis, et le courriel de confirmation avec le numéro du paquet, et date de restitution en mars 2025. Le 6 juin 2025 je constate que Free Telecom a prélevé €190 de mon compte sans répondre à mon courriel avec les photos et les preuves. On dirait que a l'autre côté il y a un robot qui ne lit même pas les e-mails des clients. Comme d'autres personnes ici dans ce page j'ai aussi souffert le fuite de données personnelles inclus mon IBAN de chez Free. A fuir!

When switching offers, free does not give to long time customers the same advantages they give to new ones. A shame.

1-Darwish office engineering
2- seimens
3- asaaf consultant

I had a little trouble buying and they didn't give me good advice.

If you are considering subscribing to Free for your internet services, think twice. Our experience has been nothing short of a nightmare. Despite notifying Free well in advance of our move to ensure a smooth transition, we have been without internet for over two weeks now. Two technicians have already visited, each assuring us that the problem was resolved – yet, we remain without service.

The most frustrating part? The utter lack of coordination and communication. We receive conflicting information from different representatives, vague promises of resolution, and no clear explanation of what the actual issue is. Despite a technician confirming he had full access to the technical facilities and completed the work, we are now being asked again if there was a problem accessing the technical rooms. It’s as if Free is completely disconnected from its own operations.

Moreover, the financial impact has been significant. We informed Free of our move a month in advance specifically to avoid service disruption, yet we have been unable to work remotely for over 10 days, causing serious financial losses and impacting our professional obligations. Despite clearly outlining these issues to multiple representatives, the responses have been dismissive, impersonal, and completely lacking in empathy.

Adding insult to injury, we are now being advised to upgrade to a more expensive professional plan to get a backup connection – why should we pay more to compensate for their failure to provide the service we are already paying for? No temporary solution, no compensation, and no accountability.

If you value reliability, professionalism, and basic customer service, look elsewhere. Free’s handling of this situation has been nothing short of chaotic, unprofessional, and deeply disappointing.

Existing Free phone customer, offered special promotion for €29,99 internet w/ TV for a year + €9,99 monthly portable. I already had the phone. On the box, everything went well. Until the "technician" came yesterday to "install" the internet box. Scattered and rambling from the outset, he complained about "brancher". Even though several other neighbors have Freebox. Went to the Free store in hopes that would help the process. The person said that the account was blocked b/c I gave Free a bad review. Seriously.

I tried to leave as I was paying too much in fees. My money got transferred and they are still charging me fees for over 3 months

quick response on my service request. straight forward communication