Operators: quality of service remains at the top of the problems reported in France
The quality of service of the telecom networks remained the main concern encountered by the French in 2022, even if the general satisfaction vis-à-vis the operators is up very slightly, according to the annual observatory published by Arcep, the sector regulator.
Problems with operators
In 2022, the overall satisfaction of customers subscribing to a fixed and/or mobile network shows a slight increase compared to the previous year, in particular vis-à-vis mobile operators (Orange, SFR, Bouygues Telecom and Free Mobile) rated 7.8 out of 10 on average compared to 7.7/10 in 2021. The ranking is dominated by Orange and Free, ahead of Bouygues Telecom and SFR.
Among the other striking figures, 56% of French people indicate that they have a problem with their Internet service provider. This figure drops to 48% excluding the “untimely canvassing” reason, which is not attributable in general to the operators.
The main reason for dissatisfaction is the quality of service, especially on fixed networks, followed by contractual and billing problems, then by subscription and connection problems, according to the regulator. “Eight out of 10 problems encountered are however resolved after contacting the operators’ customer service”underlines Arcep in its report.
In 2022, the regulator also received more than 44,600 alerts, including approximately 36,000 directly on the dedicated online platform J’alerte l’Arcep, which allows reporting of malfunctions encountered in relations with operators in the three regulated sectors. (electronic communications, press distribution, postal distribution). A figure up from 2021 (38,000 alerts received, i.e. +17% in one year).
The vast majority of alerts received concern the telecoms sector, in particular fixed services such as fiber optics, underlines the regulator. In addition to fiber optic quality of service, alerts relating to the quality of service of the copper network (ADSL), or even anomalies concerning European and international roaming, are among the types of alerts that have drawn the attention of the regulator in 2022.
