Free Reviews 

Worst customer expierence i ever had. No way of changing my contract via customer portal. Customer success could do nothing. When searching for the error message it appears to be a rather common issue that has been posted for years. End of the story is that I purchased a sim card that I could use exactly for a month. What a waste of money and time.

Très bon service

Wifi keeps cutting several times a day every day. Every time I call it’s minimum 10 minutes waiting time on a chargeable number, no matter what day or time I call. Technicians are overly polite and give suggestions that don’t help, each time a different diagnosis. Last update was a supposed problem with synchronization in my whole area as other complaints received. Was supposed to be called back to arrange the visit of a technician on site but never was. Am on hold again for minimum 10 minutes.

Initially my Free phone forfait worked very well. Then Free 'improved' the service with a huge GO provision that I absolutely did not need and I wonder who might need so many gigabits only for Free to bump up the monthly cost by 30%. No option to stay at a lower Gigabit/GO offer. So I am now paying much more for something I really don't need. Am looking at how to move to a different provider.

I subscribed to Free's ultra fiber service, and while waiting for the fiber connection, I added pocket WiFi to my subscription. To my surprise, the pocket WiFi arrived only two days before the fiber installation, despite paying extra for it, resulting in just two days of use. Moreover, the device was defective and did not work properly. When I called customer service, the representative said he would check the issue and asked me to wait a minute. I waited for 15 minutes on the phone, only for him to hang up after thanking me for my patience. I strongly advise against this operator because it is nothing but a scam and their customer service is terrible.

incredible and reactive no perfect but no-one is perfect

Free mobile France it’s the most repellent thing that you can find. Arrogant people who don’t know how to do their jobs. Of course they don’t even speak English! I’m still waiting for the wi fi from one month already. I’ve just moved to France, in a new house and the first thing I did, the first day I came to France, was to pay a wi fi contract cause I HAVE TO WORK WITH IT! They made me loose one month of work like this. Please, go to hell Free Mobile!

It is a horror, the experience with the company. I've had problems for months with no solution proposed other than connecting the cables again. I pay 40€ per month for the internet that doesn't work properly. Right from the start it has been impossible to have a normal conversation through whatsup or watch the internet TV due to the loss of connection. Their fibre internet is a joke. I've been begging the customer service to solve the problem for months, but they tell me that there is no problem with my internet (suggesting that I imagine it or what?). To get the the answer it takes days, cause you cannot call them, they don't want to call you and they reply to your message about 45 minutes later, when you are already at work, out shopping etc. Then when u have time to message them, they are closed. I am so tired that I want to simply terminate my contract and go elsewhere. Signing the contract with Free was a big big mistake. Stay away from this company, it is a scam.

Excellence service at home....just a pain that it took two weeks for someone to come. Was without internet and a tv during the whole time.

Unlike app people was a like intresting app

Free telephone answering system was quick and a lady technical support was appointed to assist me rapidly.
She understood my technical issue ( I.e. no internet connection due to external lost of fiber contacts ) quickly and reassured me appropriate actions would be taken soon 👌
Sure enough, within 2 hours the internet connections came back 👍 Thank you.
Let’s hope it does not come back when another neighboring house has their fibre optique set up …

I'm since very long time free client and was in the past often impressed by their attempt to do better than the big players. Now that they are a big player at their own they are hell like all the others. A big computer for more and more attemps and a visible insufficent investment in software and haptic (e.g. you turn only in a circle) By my last experiences (add a mobile contract to my internet contract, simple, eh? didn't work at all) with all instances of free verybody is nice, nobody is of help. Solve it at your own we have no explanation why the system doesn't work we can't verify that. A pitty.

Free's “service” sucks! Internet failure in one of fiber optic distribution boxes; failure occurred June 5, 2024; Free does not have time until June 15! Truly a hopeless provider.
Who will pay my damages (tenant claimed costs due to lack of Internet, television and inability to use Internet-enabled devices)? Free?

Asked for receipt promptly told I can't have one ....the machine isn't working. Clearly a liar. And should have notified me before purchase.

Free called to promote the new Fiber Optics availability at our home (in France) around mid-2021. We were with Orange, but Orange had told us we were not eligible at our location yet. So, we told Free we would be interested only if they could give us Fiber. Their crews came 4 times to look, and could not find the Fiber Optics connection and concluded that we were ineligible after all. So, we said we were not interested in ADSL from them, since it would change nothing for us and was not worth it.

About a month later, we received a package from Free with a new router. I called cutomer support and asked why we received a package when Fiber had not been installed. The woman on the line said that we had been signed up for ADSL when Fiber installation failed. I told her we were not interested and she explained how to mail back the router, so, I mailed it back.

After a few weeks our internet went out completely. We contacted Orange support, as they are our provider. They told us that Free had taken over our line, the process was automatic, so our internet was disconnected. We went in person to the Orange shop where they told us that this kind of thing is common with Free causing problems. They reconnected us to their line, but we had to start a new contract because of the automated cancelation. I then called Free again to explain that we were not using, never asked for, nor could use their Fiber.

About a YEAR later, we discover monthly bank charges from free had been automatically being charged for 10 Euro a month for 12 months, then 40 each month after that starting before the date our internet had even been cut off. We contacted Free support, unhelpful and cryptic as usual. I informed them of the illegal mistake on their part and that their service was never actived, used, or asked for. They looped me through customer support for hours over the course of three days and finally they said our account would be disconnected and that we would be refunded.

Another YEAR later, we see that they had still been charging us 40 Euros a month non-stop. I called customer support, and after an unhelpful 8 hours on hold, I had to connect to my account, that had supposedly been deactivated, then go through an "early cancelation of contract" process that charged me ANOTHER 100 Euros or so. I then removed the payment method from my account, which I didn't know was there in the first place since we never used, activated, or asked for their ADSL service. We have still not been refunded, this was 1 year ago, so the entire ordeal has cost us about 750 Euros or more and 3 years of secretive, illegal, and unhelpful wrongdoings on the part of Free.

If I had the time and better understanding of the French legal system, I would take them to court over it. Quite frankly, they are the worst and most incompetent scam of a company I've ever seen in my life.

Customer Number:
fbx29201437
fbx28444676

Note, one was the original account, the other was when our account was terminated yet still somehow being charged, I had to make a new account with customer service to access our old canceled account and contracts.

Absolutely horrible experience. A nightmare from beginning to end. Do yourself a favor and select another internet provider. Free only gave us headaches and we had to cancel our contract with them without them ever providing internet to us. Twice their technicians came to our apartment, spent 2h each time, and left without leaving the WIFI operational.. Both times they said that we just had to wait 1h-3h for the WIFI to be operational and in both times this wasn’t the case. We had to spent countless hours with their customer service on whatsapp hearing excuses and promises and after 45 days without internet we did ourselves a favour and contracted Bouygues Telecom who promised internet from day one. First, they gave us a 4G device with 200GB while the WIFI wasn’t operational. Then, their technician came to our apartment and In 10mins made our WIFI work and we had zero problems ever since. Bouygues even took care of terminating our contract with Free. This is not a propaganda for Bouygues Telecom. Contract any internet provider you want, but if you want to learn from other people’s experience, choose a different internet provider. Free does not have the client at heart. You will suffer on their hands. The countless horrendous reviews here speak for itself.

Non-existent Customer Service.
Everything about this company is fun and games until you run into some problem. Then they will show you true colors. Being in service sector they refuse to speak English. So if you are a foreigner with no knowledge of French then customer service does not exist for you. Real problem starts when you stop their service. There is no coordination. I am getting emails about returning their equipment even after I returned their equipment.

NO CONTACT!
We bought a Freebox internet with fiber cable for our summer house in Ria, France. At the shop, we told them that we live in Denmark, and that we would have to make special arrangements about the delivery and installation. The salesman agreed. He also made the arrangements on the spot. We had to give a telephone number. The machine would not accept our Danish number, so he punched in an arbitrary number. All fine, we thought. They have our email address.
Yet, instead of arranging with us, they just sent the equipment. We then had to pursuade neighbors to go get it at the delivery place for us.
We could arrange a date for the installation. But our car broke down, so we had to change the date. That proved impossible. Their phone number cannot be called from abroad. Without a real (French) number, one cannot communicate through their internet site. There is no email. We even tried comments on their Facebook page, but these are only answered automatically, giving links that do not function from abroad.
Absolutely no contact possible.
So, if you are looking to install internet in your French summer house, avoid Free. It is impossible to communicate with them.

Absolutely terrible customer service. We pay for the highest subscription for fibre internet and it keeps cutting out. They blame it on the printer we have plugged into it. NEVER AGAIN WILL WE USE FREE.

La plateforme de communication avec Free via Whatsapp est tres efficace.