Phone & Internet

Cancelling your internet subscription –  How Twitter may save you

red blue and yellow textile

Whether you are moving houses, going back to your country or simply want to change provider, cancelling your internet subscription is not always an easy process in France. What are the steps to take and what to do if your blocked?

The first thing you have to do is to write a ‘lettre de résiliation’ and send it by registered post (lettre recommandée avec avis de reception – you can even do this online). So far, nothing special. At least not in France.

The following step is that your internet provider takes into account your cancellation request. Once that’s done, they will send you by post and by email a request to return your internet equipment. The return procedure looks straightforward on paper: You are getting an address sticker and the only thing you will have to do is get a box, put all your equipment in it and send it back. Simple, as we said, on paper….

However, once you have done this, the pain may begin. Despite the fact that you are 100% sure you sent everything back that was required (and you may even have put a personal cable in the box, just to be sure), chances are that you will get a mail that confirms that you have returned some of the equipment, but definitely not everything.

List of equipment that is -supposedly- not returned, including the penalities

Well, here you are. You have returned all the equipment, your internet provider is threatening to bill you significant penalties because they think otherwise, and they invite you to contact Customer Service to discuss if necessary.

Don’t panic. This happens quite often, even if you are sure you sent everything. So what do you do?

You can call the Customer Service, but in France that may be your worst nightmare. Chances are that you are waiting at least 30 minutes for someone to pick up the phone, that the person on the other end of the line pretends not to understand you despite your very decent French, and that at the end of the call, the situation is still not solved. You can also write another lettre recommandée to explain that you did return everything and hope for the best.

But try this one: Contact the Customer Service (or ‘Assistance’) of your internet provider on Twitter. It is easy and quick. In fact, they often respond way faster than when you call them. It is also surprisingly client-friendly. You will be surprised how helpful, efficient and kind they actually are. And on top of it, you will have a written trace of your discussion.

So if you have any issues, don’t hesitate to try this. And this is definitely worth creating a Twitter account if you don’t have one!

It turns out that Customer Service does exist in France, you just have to know the right way to reach out to them!

A helpful Assistance SFR on Twitter

Leave a Comment