Then begins the waltz of calls for customer service. “We were told that it would be settled within ten days. »Problem: Joël Thomas has some health concerns that require remaining reachable. The couple only have a recently received smartphone. “I’m not quiet,” insists his wife. “On July 11, we were told that it came from a box located route de Montmoreau. But since then, nothing has moved. Joël Thomas annoys: “It feels like you are taken for fools, of not being respected. »»
“We stroll”
The weeks pass, exasperation rises. The 1is August, saving phone call: “We were told that it was settled!” The Thomas rejoice, thinking of seeing the end of the tunnel. Pain lost. “It still didn’t work. Everything was good at the box in the street, but not with us. And yet, we were assured that the problem did not come from the house! No one understands, not even them. A Bouygues expert had to pass … we are still waiting for him. »»
Especially since the couple has been the operator’s customer for less than a year. Before, they only had the fixed phone. “Now we have nothing. Orange and Bouygues refer the ball, and we pay 30 euros per month for nothing, ”deplores Joël Thomas. Bouygues even offers them to reimburse them since September 2024, date of signing the contract. “But that, we don’t care. It will not solve our problem. We just want it to work! »»
Especially since, at the new neighbor opposite, subscribed to Orange, everything works perfectly. “We pay for a service that is not honored. We have been given a 4G key, which works badly. Result: we are always at the same point. Nadia and Joël Thomas are waiting for “just a quick response” and want to “stop being wandered between customer services”. “It feels like not to be heard. We tell ourselves that we are not lucky and that it falls on us! »»
Contacted, Bouygues Telecom ensures “do the maximum to solve the problem” of his subscribers.