SFR and Free are the telephone and digital service operators that generate the most termination of subscriptions by registered letters from their customers. These access providers represent around two-thirds of all contract cancellations, indicates a study carried out by the résilier.com site and relayed by Le Figaro .
These figures do not take portability into account, however. This type of transfer is used by users who want to move from one company to another, says Capital .
Technical problems at Free
Many of SFR's disappointed customers leave their operator because they are dissatisfied with the cost of the services. Many also make comparisons with offers from other service providers, which are not to the advantage of the Altice subsidiary. As for Free, it is the French telecommunications company which receives the most termination letters.
Xavier Niel's group had a very difficult year in this regard in 2018, but then managed to absorb the hemorrhage. Despite this, nearly 130,000 customers terminated their contract with Free in the first nine months of 2019. Technical problems are among the causes most often cited to explain the departure of customers.
The report shows that Orange and Bouygues face fewer cancellations than their two competitors. Particularly the latter, with whom the main reasons for the end of the subscription are job losses or moves. Orange, whose policy is to offer higher value services at a higher price, mainly sees its customers leaving for reasons of prices.
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- Society
- Free
- SFR
- Telephony
- Bouygues
- Orange