Free Reviews 25,278

Promised fibre, one year later no fibre then put the price up 10 euros. They are also trying to charge me 59 euros to leave. The internet has been horrendous and they are uncontactable.

In English below.
Si vous êtes anglais, ne vous engagez pas avec cette société. Ma mère avait à la fois un mobile gratuit et une connexion Internet GRATUITE. Il était impossible d'essayer d'obtenir son compte à mon nom pendant que je vendais sa maison. Ils n'ont pas accepté le certificat de décès comme preuve de sa mort. J'ai passé un moment terrible. Des heures perdues parce que leur site web vous envoie dans des cercles éternels. Après des mois d'envoi de certificats de décès de tous les membres de la famille, d'actes de naissance, d'informations sur le mariage et le divorce, j'ai finalement envoyé une photo de la pierre tombale de mes parents ! Une fois que le compte était à mon nom afin que je puisse simplement payer la facture en cours afin que je puisse garder les caméras allumées sur la propriété en mon absence, j'ai finalement vendu la maison. Puis une autre épreuve pour tenter de mettre fin à l'abonnement. Leur site Web est impossible et ils vous rendent la vie incroyablement difficile au lieu d'essayer d'être utile. Aucune ligne téléphonique anglaise et leur numéro court gratuit ne peuvent être utilisés depuis le Royaume-Uni. Pas de ligne directe vers le téléphone. Les lettres envoyées à Paris sont renvoyées sans être ouvertes. Éviter.If you are English do not engage with this company. My mother had both Free mobile and FREE internet. It was impossible trying to get her account into my name whilst I sold her house. They would not accept the death certificate as proof of her death. I had an awful time. Hours wasted because their website sends you in eternal circles. After months of sending death certificates of all family members, birth certificates, marriage and divorce information, i eventually sent a photo of my parents tomb stone!
Once the account was in my name so i could simply pay the ongoing bill so i could keep cameras running on the property in my absence, i eventually sold the house. Then another ordeal trying to end the subscription. Their website is impossible and they make your life incredibly hard instead of trying to be helpful. No English phone line and their Free short code number cannot be used from the UK. No direct line to phone. Letters sent to Paris get returned unopened. Avoid.

Perfect service!

Cela fait maintenant plus d’un mois que j’attends que Free répare ma connexion internet, et cela ne fonctionne toujours pas. Trois techniciens différents sont déjà venus dans mon appartement, mais le problème reste entier. En tant qu’étudiant en master de droit international, j’ai un besoin urgent d’un accès internet stable pour pouvoir travailler et faire mes recherches. Les retards répétés et l’absence de solutions efficaces sont totalement inacceptables. Free s’est montré peu fiable, inefficace et non professionnel. Je déconseille fortement ce fournisseur dans tous les cas. Absolument pas recommandé.

I have now been waiting for over a month for Free to fix my internet, and it is still not working. Three different technicians have come to my apartment, yet the problem remains unresolved. As a graduate student studying international law, I urgently need stable internet access to complete my studies and research. The repeated delays and lack of effective solutions are completely unacceptable. Free has proven to be unreliable, inefficient, and unprofessional. I would strongly advise against choosing this provider under any circumstances. Absolutely not recommended. Foreigners moving to France: Please choose you ISP wisely because this has been unnecessarily difficult and costly for me.

Internet coupé
Impossible prendre RDV avec l'application à cause d'un bandeau rouge qui empêche le click !
SAV virtuel injoignable
Regrette Orange...

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

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