When will my SFR line be activated?

SFR Box HS New SFR customer review. It’s gone again! The SFR box stops every 10/20 minutes in the best case. I feel like the fan is not spinning anymore: SFR Box HS. I have to take back my pilgrim stick and call 1023, again! It’s the haunting to call SFR, I know I’m going back in an incredible turmoil…

Tuesday 28 November, I decide because it becomes very problematic. 26 minutes of testing of all kinds for the SFR technician to tell me: SFR Box HS, we have to change it!

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The technician explains to me that I will receive within 4 to 5 days a new box.

In the meantime, I had at least internet and television too but we had to expect at any time the reboot of the box…

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SFR Box HS: Replaced!

Friday, December 1st, I get the SMS to pick up the new box. I’m going to get her Saturday morning (2 December) .

15h38, the SFR Box HS is gone, I plug the new one. The 1023 told me to go through the app to activate the new box. In no place in the app I found where to activate the box. So I call 1023.

So here is the side of the SFR Box that I imagined new… It comes with 2 remote controls, we don’t know why.

In 2 hours maximum, your box will be in working order!

21:23, I recall the 1023 because the box is still waiting for internet connection. I’m told to be patient!!

SFR Box HS: But when will the new work?

At the moment, the SFR Box HS was working better than the new one!!! Sunday, December 3, 4:11pm I call back 1023… Here I am asked the serial number of the box and all the stuff marked below… I ask the technician why they didn’t ask me all this yesterday, we would have earned 24 hours??!! She replies that normally it must work without, but now it doesn’t work…

There is really enough to tear your hair off with SFR!!

From there I was told to wait between 4 and 8 hours…

I want to recover my old SFR Box Fibre…

On Monday, December 4, I work from home and I still don’t have internet access… I call 1023 at 7:17, but it opens at 8 a.m.

I call back at 9:11am and here is what I am answered:

  • SFR: We did everything we could on our side, you just have to be patient.
  • Me: But do you realize what you’re saying to me? It is soon 48 hours since I have ZERO service, you walk me and I must be patient!!!
  • SFR: We did everything we could on our side, you just have to be patient.

SFR pays Men to respond to customers but they speak like robots.

11:40am, still no service!

18h40 Box SFR HS always!

I recall 1023, 2 then 1 then 1, I know by heart. There I have an automatic message that says: “We know that there is a technical problem on your line, we inform you that this problem will be resolved no later than December 11, 2017! ” We are the 5, they do not lack air at SFR!!

So I’m doing the 7th to talk to someone. I announce the color, it hangs up…

I call back! I am still asked to be patient, there is a problem on my line, my SFR HS box can’t hook up the network. My file has been scaled up and these people take up to 48 hours to call back. It’s mind-blowing, how to keep calm with these people here?? And yet I remain calm!

So I asked for a web trotter for Wait, I have to pick him up tomorrow in a SFR space.

SFR Box HS, day 3…

New call at 1023 at 16:17. We always have to wait: “A technician saw my file so this afternoon it will be settled, or maybe tonight, but great maximum tomorrow morning someone will call me to tell me it’s settled…”.

I went to get a web trotter this morning, I can at least work on the internet. The funniest thing is that the guy I just got online tells me to put the old box back online… But no Mr. SFR Box HS is gone. So he offers me to go for a web trotter in an agency… There is no follow-up in their file.

Day 4, SFR Box HS!

I get home from work = the signal “@” always blinks!

It’s 5 days since @SFR_SAV lies to me every day #fail #RelationClient pic.twitter.com/YDTXXVM5Bs

— Jerome Vosgien (@JeromeVosgien) December 6, 2017

19h01, call 1023, all technicians are online, call back later…

7:24pm, I call 1023, all technicians are online, call back later…

20:55, I call the 1023, my file is escalated I have to wait. I’m farting a lead, I tell him it’s been 3 days since I’ve been told that my file has been escalated. But by climbing it is lost in the sky!! Don’t worry, sir, I’m talking to my manager . He’s gonna call you back in an hour. But ma’am, you close in an hour so he won’t call me back!!

Indeed nobody reminded me, SFR Box HS again!

Day 5 without SFR Fibre Box!

19h05, call 1023, all technicians are online, call back later…

7:21pm, I call 1023, all technicians are online, remember later…

21:29, I call 1023, my file is escalated I will be reminded as soon as possible to tell me that it is settled. This is a problem of provisioning the box on the network…

Day 6, still no Box SFR

8:25pm, I call 1023, they are always very sorry (and so me!!) but it’s a provisioning problem. “It’s a very sharp problem…”. No, but does the DFO management realize how clients are treated??? I’m sure I’m not the only unhappy customer at SFR besides…

Monday 11 December, @ always flashes on the Box SFR

I didn’t even call the 1023 this weekend they tired me to always tell me the same thing!!!

12:35 this day, the “@” still flashes on my Box SFR and these fools dare unscrupulous send me this post on Twitter:

7:31pm, I call 1023 and they serve me the same serenade, escalated folder, problem of provisioning the box. So I’m asking to talk to responsible. It takes me online after 7 minutes of waiting… Meanwhile he was consulting my file, good news I don’t need to explain the whole story again.

The novelty of the day:

  • He promises to call me every day to give me an update on the file.
  • He restarted climbing personally.
  • He is committed to doing everything to ensure that my SFR Box returns to the network as quickly as possible.

I became very skeptical in nature with SFR but I will see well…

Tuesday 12 December…

So @SFR_SAV? Yesterday I had the promise of a “responsible” in 1023 that I will be recalled today… My #BoxSFR is in bulk since December 2 and you never keep your promises???? pic.twitter.com/pycefgWHMH

— Jerome Vosgien (@JeromeVosgien) December 12, 2017

Wednesday 13 December, loyalty service…

Call from 1023 to 18:20, still the same story, escalated file for a provisioning problem…

6:27pm, I ask for the sales department, I find myself at the “Loyalty Service SFR”. I don’t want to pay any more bills until it’s reinstated. It’s not possible! I have to keep paying until the problem is resolved. When the SFR Box is operational again we will be able to estimate the damage.

Friday 15 December, still no Box SFR

Call from 1023 to 6:12pm, they always serve me the same story but I learn a little more… Climbing tech had requested an intervention on site, but finally no need. Indeed since it is only a matter of provisioning the box on the network. At the moment it is the old box that remains attached to the network, they can’t put the new one. So I told them to send me the old one, at least I have a real network even if the TV was crashing from time to time. Anyway, nothing is possible with SFR Box, you’re in the crap and you’ll be there until the end.

Saturday, December 16, 2 weeks without service!!

New rotten bill from SFR… Since my last SFR customer review to pass the pill they had offered us a subscription discount and SFR Sport free for one year. In fact the new contract negotiated in August was never started but they have no record of this August negotiation!! Fortunately we are better organized than they we have all the traces sent in August with order number and everything!! It’s really great anything at SFR, at all levels. So they have to take stock and call me back next week… to be continued…

Monday 18…

16:27 an enlightenment appears = Incoming call from 1023, yes it is the 1023 that calls me I can’t come back. I pick up with great emotion, I hope they will tell me that my line is restored but no it is about the new contract that never took effect… The person checks my coordinates and my identity, apologize flatly for the gene caused (that’s sure they know all the singing lexical apology at SFR…). So we will proceed to the implementation of the new contract and refund associated, I will pass someone for this, do not leave!

She passes me another match, I hear a start of conversation and PAF THE DOG! It hangs up! So no one reminds me of dead…

19h05 I arrive at home, Box SFR always HS, I call the 1023… it sounds in the void and then it hangs up… I have even more the courage to recall…

Tuesday 19, still no SFR Box

I call on 1023 at 15h59… After 50 minutes waiting… Mr. Pannane, Responsible at 1023 promises me to remember in 30 minutes, as soon as he confirmed that his climbing has been taken into account. Then he promises to call me back within 24 hours to keep me informed. No one very understanding, he seems revolted by my situation… Now I will judge his involvement on his actions…

Thanks to @StephanRouxSecu for sharing this link:

  • French rush to alerts service against operators telecoms in which I found this:
  • I alert ARCEP where I just raised an alert.

See also:

  • What should I do if there is a break or a problem in operation with my line (landline and internet)?
  • I have a dispute with my operator: possible remedies

Oh the… #jalertelarcep of a problem with @SFR_SAV #SFR. You too, help improve networks: https://t.co/xCOuqyUceG — I just spent 33 minutes waiting for nothing…??? pic.twitter.com/GNXLNKNDTT

— Jerome Vosgien (@JeromeVosgien) December 19, 2017

Prffff they wear me…

17:57, implausible but true, for the first time Mr. Pannane kept his promise and reminded me. He found the name of a guy at the top support who’s going to take care of my box. It’s just a file from setup to droper on my box, this should be done in the evening. He reminds me tomorrow to confirm that the network is restored.

On Wednesday 20 December, the SFR Box is still down at wake…

I love the enthusiasm and the great phrases of empathy of SFR collaborators… But what matters is the result and for the moment I still have no service… But I do not despair, Mr. Pannane gives me the impression that he wants to get me out of there so I trust the human species 🙂

6:50pm on the way back to a working SFR Box?

I get this SMS from SFR:

Decidedly SFR has the sense of suspense…

19:10: FUCK!!

I did not have a call from Mr. Pannane and the “@” of the box always blinks… I retry an installation but without a network I do not believe in it and I reason…

I call the 1023… again… estimated waiting time less than 6minutes, what a chance!!

“ He does not know who Mr. Pannane is, I don’t have to worry my problem is being dealt with.” I have not/no more comment… That’s it… at the moment.

Don’t worry, sir, we’ll call you back…

The SFR mantra…

Thursday 21 December, a SFR Box for Christmas?

Incoming call from SFR to ask me for the SFR Box Fibre serial number. How long have I got this new box. He “informs me” that this is a problem connecting to the network. Yes this is this dear sir, a provisioning problem, I’ve been hearing this for 2 weeks so I know well what the problem is.

Tuesday, December 26, guess what…

I still have no news of SFR! So at 12:02 I call 1023 and guess what. “Nothing can be done for you sir, I’m sorry. Your incident is escalated you have to wait for you to be called”. I can’t…

It is better to address God than to his Saints so I will go straight to the door of Jean-Pierre Galera, Director of Customer Relations…

My community is stirting fire 🙂

Thank you @LudovicPeny and @APITechno for sending me these links:

  • SFR harvested the 2017 gold cactus for its mediocrity towards its customers
  • 60 Millions awards its Cacti of the conso 2017

Thursday 28 December, a call from SFR…

I had a telephone appointment set by SFR at 4:00pm. For the first time SFR loyalty service called me at 4:14pm, I still can’t come back. The decision is made to change the box! I’m going receive it by the Post Office within 72 hours, I will then only have to declare its reception and it will be active between 2 hours and 48 hours… Pray with me 🙂

Saturday 30 December — 4 weeks without SFR service

11:30am the postman drops me a new box. I plug everything, I call the 1023 to validate the receipt and activate it on the network. I am told that everything is ok on their side, you have to wait between 4 and 8 hours for the box to hook up the network.

8:16pm still no service…

If it took 8 hours maximum to put the box into service from noon, in absolute at 20 hours, it had to work… But this new box still does not hook the network then I call several times SFR customer service at 1023 but nobody !!

Sunday 31 December…

All our advisors are currently online, thank you renew your call later…

It’s 10:00am, I have already called 7 times since 8:21am but there is still nobody at 1023… I make myself a reason, I still won’t have SFR service in 2017…

14:00 — 16 calls to 1023 without success!

I can more than #SFR #Altice plus no service since December 2nd (4 weeks) — https://www.jeromevosgien.fr/sfr-box-hs/ So we call the sales department, which switches us to the technique. We wait 12 minutes and finally it hangs up!!

A post shared by Jerome Vosgien (@jeromevosgien) on Dec 31, 2017 at 4:56 PM

What is funny is that to talk to someone you go through the sales department and the first question we are asked is, “Did you pay your bill?? It’s a joke!!

But how can customers be treated like this? What is he doing Jean-Pierre Galera? Who replaced Michel Combes CEO SFR until last November? This is Alain Weill the boss of all this crap!! Overall, here are the people who think about SFR… How do you manage your customers in such a shabby way???

Tuesday 3 January — 18:32 — Box SFR still down

I call 1023, I explain the whole story. Very well Sir, I’m sorry, don’t worry (the usual package). My folder is escalated again to the expertise cell because usually the configuration of the box is done by itself but there is a problem. Basically we leave 4 weeks in back…

The person promises me that it will be resolved within 48 hours maximum… so Thursday at the latest…

Wednesday, January 4, 10 p.m.; still nothing…

Friday 5, still no SFR box still not connected!

11:10 I call the 1023 to report that the box still does not work. I am told that a call is scheduled today at 15 to find out if it works. So I’m saying it’s not worth calling me at 3pm to find out if it works since I’m calling you to tell you it’s not working. Answer: “ Agree Mr Vosgien we call you at 3 p.m. ” What sadness…

16:20, SFR had to call at 3 pm but I was not contacted…

I’m tired of their crap.

19:50, 1023 = All our advisors are currently online, please renew your later call… 20:50, 1023 = All our advisors are currently online, please renew your call later…

Monday 8 January, SFR box of crap still not on the internet…

19:02, 1023 = All our advisors are currently online, please renew your call later… 19:48, 1023 = All our advisors are currently online, please renew your call later… 21:42, 1023 = All our advisors are currently online, please renew your call later…

I’m even starting to wonder if they haven’t blacklisted calls about this line…

I beg Orange to bring their fiber to my street…

Tuesday, January 9, 6 calls to 1023… person…

18:17, 18:50, 19h39,19:50, 21:17, 21:56, 1023 = All our advisors are currently online, thank you for renewing your call later…

Wednesday, January 10, hang on…

SFR blocks calls from customers who have an ongoing technical problem. Since we cannot reach the technical department we tried to go through the commercial department. It’s Angel who stuck on it this morning so here are the call logs above. Balance sheet

  • The new contract that should have been put in place in August 2017 is still not.
  • The online person confirms that SFR is blocking access to the technical 1023 when an incident is in progress. So basically they’re tired of me calling them every day so they’re blocking calls.
  • We had to be called back today to keep us informed, but of course, nobody called back.
  • No service for 6 weeks and as soon as we ask to talk to a manager it hangs up.
  • Hanged one more hour on the phone today for nothing .

Friday, January 12, chaos at 1023…

Even more than an hour during the phone with the various services of the 1023. As a compensation they make me a super top offer on my mobile pro line. Instead of €5/month I get a new contract at 11€, it’s a joke… The August contract is still not in place because the technical problem must be solved before talking about the commercial context… I crack, I can more.

But Mr Vosgien, there is no point in getting upset, let alone calling every day.

At SFR, you have to let it do…

Saturday, January 13, last resort…

We take advantage of a trip to the 4 Temps in La Défense to go to the SFR shop in real life. We explain our misadventures to two people at the reception who find it distressing! We are received by the Director of Espace SFR who explains that we would have done better not to wait and come to see them right away. So he asked us to:

  • Return the 2 SFR boxes.
  • To wait Tuesday or Wednesday a new box that he will provision itself on the network.
  • As soon as everything works we will put in place the new contract scheduled for August with the 4K offer.
  • Change the box V2 by 4K.

He also changed my pro line to 100% free with a familly offer where we can share 100GB of data on the lines we have in the multi-pack.

Finally we see the light at the end of the tunnel even if I will only believe it when our box is finally at home and connected to the fiber…

Tuesday 16 January, 3rd box, still not internet…

It seemed so simple in the office of the Director of Agency last Saturday… “No problem, I have you delivered a new box and it is me who provisioned it on the network.” This morning I received an SMS of the provision of the box, I get it back and plug it… Guess what… same fight! The “@” flashes and still no network access.

Wednesday 17, damn crap box…

I lose all form of patience about SFR. This afternoon I talk to a supplier who explains to me that it was hard to reach them because they have big problems with SFR, they are migrating all their lines. Imagine the continuation of the conversation about our favorite common supplier…

In short, tonight new call to 1023 but as usual: All our advisors are currently online, thank you renew your call later…

So as you see above, I tried to call the sales department. I waited 9 minutes for a “salesman” to tell me he was passing me the technique. So I say, “but you know, sir, when you do this I never have anyone and it hangs up.” He replies, “Don’t worry, I’ll talk to them before you pass them.” Well I let you imagine the rest, he brutally switched me to the technique where I still waited, waited, waited, to hear: All our advisors are currently online, thank you for renewing your call later…

I don’t have any more patience! Zero, nothing, nada, finished, I can’t.

I tried all day to call the SFR shop to La Défense, without success it does not answer at all (they must be at SFR…); 01 42 91 25 24. We had fun last Saturday telling the Agency Manager that it was Santa Claus if it was so easy for him to provide us with a box that works. Well it’s official, Santa does not exist!!! I’m still gonna go back to him tomorrow.

Thursday 18, Name of Zeus!!! 46th day without service SFR Fibre

Incoming call from SFR at 3:27pm!! This is a guy of level 2 “cell expertise” who announces me with an air assured that my box does not take the configuration file automatically and that he will do it manually by hand, yes it is the principle of manually, it is when you do it by hand. Sir in 48 hours maximum your box works!!!

Well, I’m waiting to see this… I told the guy that it was the 3rd box and I had already been told that the previous two times. Ah yes but here, sir, this is the expert cell!!

7:28pm, I come home from work… the “@” of the box flashes and I still have no service… I get angry? No, I have even more emotion, I mourned high-speed internet. Strong pity for someone who works on the web…

Saturday 20 January: Shop SFR…

Since our new friend Santa Claus (SFR Agency Director at Four Temps) promised us last Saturday that it would work this week, we went back to see him. Since it still doesn’t work, he offers us an on-site intervention. Appointment made for next Tuesday.

In the afternoon, the expert cell reminds us to say that they cancel the appointment on site because they think they can activate the box remotely but not before Monday…

Monday 23 January, SFR Box Fibre back up and running

19:32, restarting the box, updating the box and paf it has the have to turn round. TV works, replay not yet but I feel it’s coming. Looks like we got back the service after 49 days of galley ! At first I even thought we had passed on 197Mbps but the trend of the next day is rather around 50.

The story is not over! We recovered the services after 49 days, now we’re going to see the commercial department for the compensation aspects…

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