Free Reviews 27,537

I wrote a previous review and they responded and said I had 3 days to respond! This is not always feasible! Just goes to show their customer service! My review was how horrible customer service was and how they blocked me ect! Beware of them! Customer service doesn't not speak good english and don't understand a thing you say or what they read! It's been a year since this whole debacle and they finally respond but gave me 3 days! They don't care about the consumer! I need a manager to respond! Customer service has not and cannot help me! I have forwarded many emails from original problem of damaged clothing back to then but same thing every time! New person, doesn't read original response from their own company and now I am locked out!!

Around a year ago, on December 16, 2024, I was contacted by a Free Mobile agent who offered me a package that included 25 gigabytes of data usable in 110 countries, including Egypt. I agreed to the offer and trusted the information I was given.
In July, when I traveled to Egypt, I used exactly 4 megabytes of mobile data and was shocked to discover that I had been charged more than 100 euros. I immediately tried to contact Free Mobile, but their customer service was terrible. One agent told me I had 50 days to resolve the issue, but only a week later my line was completely cut off—I couldn’t make calls or use the internet.
I then had to call them using a friend’s phone, only for agents to hang up on me repeatedly. There was absolutely no way to properly reach or communicate with them. I even tried to send a formal complaint letter, which they refused.
In the end, I was forced to pay the amount simply because there was no other solution. I do not recommend Free Mobile at all. They seem more interested in taking your money than helping their customers, and they also add random, unjustified charges to the bill, which can increase from 8 euros to 20 euros without explanation. I will be changing providers as soon as my contract ends.

Internet and tv network stopped working yesterday morning but we had not changed any settings. We first followed checked the settings as advised on our online account without results and then made a request to the online proxi support. It has been 36 hours now and nobody contacted us. There is no way to reach the support team by telephone, it is only possible to leave a message. We have left 2 messages already. We have to work from home tomorrow and still have no internet. All is well until you have an issue... We are highly disappointed with the company and will most probably change our internet provider.

Basically, they keep charging me even though I cancelled my subscription, and I could only contact them by sending them a handwritten letter.

Here is the long ass story:
I was living in France and using Free.fr for my SIM card, and all this was problem-free and easy to use. However... When I had to leave France and needed to return to my home country, I went to one of the stores to get help cancelling my subscription. I did it 2 months before leaving France, and I got a confirmation email. So all good.
BUT then, suddenly, after my end date (in July), and mind you, they had 2 months to figure all this out, I got another bill saying some payments were missing, and since I was on holiday, I didn't send the money the same day, but the next day. Then they say, "Because I sent the money too late (I had one day and no warning?), here is now another bill. And I was like wtf. So I sent those, and I'm hoping this is all done then. Mind you, I tried to call them, but they only have one number on their website, and I can't call them - it says the number is not valid. Yes. I remember to add the +33 because it's a French number, and I no longer have a French SIM card. Then the next month I get another bill for August because they reopened my account, which is illegal btw. I can't cancel my account because, as the woman in the store said, "it's a bit of a maze to do it online", so obviously I couldn't remember the right way to do so. So I sent one of my friends, who is still living in France, to go down to one of the stores and figure it out. But this was no success... They needed me to be there, and the guy from Free didn't know what to do, and I should contact the customer service. So I tried everything! I searched the internet for any other number. I tried to call the same number from my phone and from two of my friends' phones. I tried to find any email contact I could write to. Nothing worked. September came... Guess what... another bill for a service I have cancelled and haven't been using now for 2 months. So I did the last thing I could, I wrote them a letter. I explained that I would not pay the two bills because I have not been a Free member since July, and I included in the letter my confirmation that the service ended back in July. So could they please close the account for good, stop sending me bills and delete the two bills since I haven't been a member or used their service. At the beginning of October, I got a response from them. They will stop my account, but they do not acknowledge my end date, and I still have to pay them. At the end of October, I go back to France for a small vacation, and I go to one of the stores in Paris, and explain all this to one of the workers, and he's like "then don't pay them". So I didn't, and now I get an email from Réf CFR, who's basically treating me to pay, and I have this one day to do so.
If you want to be a Free member forever, then this story is not for you. For everyone else, please don't do it; you obviously can't talk to them, and their workers don't know anything, and the only way to communicate WITH A TELEPHONE SERVICE is by a handwritten letter. (We are talking about 70 euros, I had to pay extra, without using their service, because they apparently wouldn't accept a "no" for a "no"). What a joke.

Excellent contact avec l'agent free au téléphone qui a donné satisfaction a ma requête.

Disgusting. Criminal. Scam. Deceptive. Lawbreaking. They're supposed to allow you to cancel online, they force you to write a letter, and to find the address in their conditions generale de ventes. That's against the law. They're unable to connect me to fibre, and they're not letting me leave. They also want to charge me for leaving. Absolutely disgusting.

I’ve generally had a positive experience with their fixed internet service. The connection is stable and the technical side works well.
However, their customer support has become a real problem. They’ve removed the phone support line, and the online support message board often goes unanswered for days. When something goes wrong—especially with the Coms Pro phone service—you’re left without any real way to reach someone.
In my case, a change was made to my line settings without warning, which caused a full week of missed business calls, and I had to troubleshoot it myself because no one responded.
The internet service is good, but the lack of accessible support and no reliable way to contact them brings my rating down.

Cette entreprise est scandaleuse. Après le décès de ma mère, j'ai honoré les paiements d'Internet pendant les 11 mois qui ont suivi sa mort, le temps de vendre sa maison. J'ai été honnête et j'ai réglé les factures à mon nom. Une fois la vente conclue, ils m'ont facturé 57,57 € pour clôturer le compte. Je n'ai jamais habité cette maison. J'ai payé la facture chaque mois. Ils n'ont pas tenu compte de ma douleur et m'ont escroqué. Fuyez cette entreprise à tout prix.

Disgusting company. after my mother died I honoured the payments for the Internet for the 11 months after her death while I was selling her property. I was honest and paid the bills in my name. After I sold her house they charged me €57.57 to close the account. I have never lived at the property. I had paid the bill every month. They didn’t take into account the fact that I had lost my beloved mother, instead they robbed me. Avoid this horrible company at all costs.

The most utterly frustrating and ineffective customer support I've ever experienced. They failed to terminate the previous homeowner's account so could not install ours, and it took them days to finally clarify why they weren't moving us forward. We had to provide the same information over and over. Do not use this company, spare yourself a serious headache and case of buyer's remorse. We still don't have installation and no one there can tell us when to expect it.

Free is the worst internet provider I've used in France. My Wi-Fi hasn't worked for 3 months, and every time I call, they give me another "rendezvous" weeks later. Technicians never show up on time, and I keep paying for

no service. Totally unprofessional.

Déçu par l'intervention de orange qui ont coupé la fibre alimentant ma maison sans rien demander et donner la ligne à mon voisin .Intervention de bandits.

Excellent, the technician was very good , bravo

Awful. We have been waiting 10 weeks at this count for Free to instal our Wifi. They have attended the property 3 times, we have been promised several times that it will be resolved urgently by customer services, but we are left having to repeatedly call them and spend up to 45mins on the phone to chase them.
Awful service.
On top of this the service on my free mobile is markedly worse than Orange. My partner, who is on Orange, regularly has 4-5 bars of service and I have 2.

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.

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....