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Fiber, an increasingly important subject of litigation for ISP customers

Disputes related to optical fiber increased sharply last year, according to the annual report of the mediation of electronic communications. Not to the point of dethroning the mobile in the number of referrals recorded in 2021.

In 2021, the mediation of electronic communications recorded 12,058 dispute files between subscribers and operators, whether mobile telephony or internet access. This is 1% more than last year, which saw a sharp increase in disputes (+13%) due to successive confinements which accelerated connectivity needs.

More than 12,000 disputes in 2021

What catches the eye in this annual report is the rise in fiber-related disputes, which has passed ADSL and is now the second subject of discord among customers of access providers. The pandemic has propelled the deployment of fiber optics, causing a number of incidents, whether for works, the absence of a connection in an eligible household, or even accidental cuts caused by installers.

Valérie Alvarez, the mediator of electronic communications, adds that the complexity of installing fiber lengthens the processing time of cases. And for good reason: Orange, SFR, Bouygues Telecom or Free are not the only players involved, ISPs having subcontractors who manage the construction and deployment of the network. It therefore becomes more difficult to mediate between the client and the various companies involved.

The mobile remains the main subject of discontent, the one that represents the most disputes. One practice in particular has aroused the nerves of many customers: that of offering a bonus by increasing the price of the package. It is up to the consumer to say that he refuses the offer, which is sometimes not easy due to the lack of clear communication from the operators.

It should be noted, however, that in nearly 9 cases out of 10, mediation manages to settle the dispute, sometimes without the operator or the ISP having to pay financial compensation.

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