Free Reviews 

I called the customer service number for customers (I am a customer) calling from outside France, and they refused to speak English to me. I called twice, and different people answered each time. I politely asked in French if they could speak to me in English, but they both refused.

I recently left Free after a thoroughly frustrating experience, and I cannot recommend them to anyone.

Unfair Fees After Moving: When I moved to a country where Free service isn't even available, I expected a reasonable exit process. Instead, I was hit with exorbitant cancellation fees despite having no choice but to terminate the service due to relocation. Charging customers astronomical fees for moving somewhere they cannot provide coverage is completely unacceptable.

Non-Existent Customer Support: Once my contract officially ended, customer service vanished into thin air. Trying to reach anyone to discuss the final bill or resolve pending issues was impossible. It seems they completely ignore you the moment you are no longer paying a monthly subscription.

Save yourself the stress and look for a provider that respects its customers and offers reliable equipment.

I couldn’t work out why it was called Free Wifi, since it wasn’t free.
Still, it worked all right for a while. And then it all started to go wrong, cutting out, just when you were about to do something important.
Luckily everyone using the service had access to a team of Proxi technicians there to solve the technical problems - almost instantly. After months of messaging these people, and getting the most useless of tecnhical advice one can possibly imagine, it dawned on me that this team of technicians was just a robot, pretending. The problems continued. The robot suggested we replace the various boxes, and we did. But the service was still bad.
Then finally a real technician arrived. Surely he would work out what was going wrong. But he didn’t. He replaced one box, and said if that didn’t work then we should replace another one. It was hardly technical support. It was just guessing. Anyway so it didn’t work, we replaced yet another box and still the internet kept breaking down.
It dawned on me then that free wifi really means. It means - free from wifi. Their real aim is to cut you off from wifi so you can presumably enjoy life in the real world. So we’ve changed provider.

Much easier to sign into a contract than to sign out.
Very hard to get an actual person to talk to.
If you don't have a french phone, good luck.

Free gets 1 star as the optical broadband is quite good. That said the cable only has to run 3 metres from the box in front of our house to the router. The issue is with the TV signal. It seems that the software to connect to the TV was designed and coded by someone with rather little wit. Whenever we try to connect the system takes us an age to navigate. Pressing buttons does whatever it feels like. When we do access TV we are no wiser re how we managed to get there. Overall pretty useless. I'd suggest going somewhere else. When our contact ends I'll have great pleasure taking a lump hammer to the remote and box. Overall " buyer beware".

Unrealiable internet - always with some sort of issue. One day it works, then the box stop working. My contract is coming to an end and this last issue is the last straw.... 100% moving to another provider.

Customer service is terrible or non existent. Contact only by phone, within France which for an expat with poor french is virtually impossible. I ended up going into the Free shop to resolve a double payment issue. The assistant assured me he had arranged reimbursement but it was a pack of lies. Went back to the shop and another assistant said casually "yes my colleague has told you lies" as if this was a regular thing (maybe company policy to fob people off?) He told me the only way to request a refund was via written complaint form sent by registered post. I'm surprised they don't require pigeon courrier...after all this is a tech. company!

Very poor customer service. Every agent gave different information, making it impossible to get a clear answer.
Several interactions were rude and dismissive. I was told things like, “There are no managers here, I am my own manager” and “This email doesn’t concern you”, even though it had been sent to me. The most frustrating part is that there is no practical way to contact Free in writing. You are forced to rely on phone conversations with agents who often struggle to communicate clearly, or spend your own money sending registered letters.

If you think that Free.fr deals look good, especially with their no-cancellation fee then read the below and see if its still something for you.

I moved to France temporarily 2025 and needed a French mobile/internet.

Free-fr seemed like a good solution for me, and the deals seemed ok considering they promised no cancellation fee for mobile/internet.

When I left France 2026 I provided the required translated documents as proof of moving including:
(I) move-out inspection documents, which were accepted by a major French insurance company,
(II) my new address abroad including electrical bill
(III) and I even had to provide a copy of my ownership contract of my housing that I moved to (as Free.fr requested)

My current situation is that I get a generic reply from them stating all the documents I need to provide them (which I have already send to them). They also write that they have tried to call me without success (which is not true, my french number with them has been cancelled, and they do not call to my new number abroad that I have provided them). They also say I have 3 months for sending the right documents. And they have already charged me the 69 euros cancellation fee, which they withdrew from my account already a week after my cancellation was initiated.

Right now I don't know what else they want from me, or if I will ever get my money back.

Update 12 June 2026 (after my post at Trustpilot):
I now received a reply through their online cancellation service, that they do not accept English as a way to communicate and that I have to post a letter to them in French. In their requirements they state that they accept English or French, and that the documents can be uploaded through their online cancellation service.

Update 16 June 2026:
After asking them why they do not accept my documents, and after sending my communication translated to French, and by pointing out their own requirements to opt out of the cancellation fee, and after sending all documents again I receive a reply that something is missing in either my cover letter or supporting documents, but they do not specify what it is. What a circus.

After reading some reviews by others it is clear that this is not an isolated case, this company is just driven by money, they do not care about their customers, and if you try to leave they will stop at nothing to take what they can. Once you have left, all the channels are cut of and there is no way to get in direct contact with their customer service.

Should I ever wish to be subjected to frequent unexplained lengthy disconnections and especially stupid and ignorant customer service staff at any time in the future, I will be sure to give careful consideration to reopening my account.

But I think climate change in hell is likely to come sooner.

In free telecom the customer service very nice and fast

Bad quality when you watching football match. Go away from this service.

3244 helpline people are very good and called me back straight away. On the other hand I wasn't satisfied with the "technicien" who came to visit. He left without saying a word and never came back or returned my call. I also found him impossible to understand (I speak fluent French)

I would recommend for any foreiger coming to France to avoid this company at all costs. They claim you can be exempt from the €70 cancellation fee (!) if you give a valid reason, like moving out of the country. This is not true. Give them all the documents they ask for, they will always make up a reason for them to not be valid.

I am very disappointed with them. They don't act out of an ethical code or common sense, they are just moved by money, and will take yours no matter what.

If you value your money and your time, pick some other company.

Edit: On top of that, they cut my service way before the requested date.

Le support technique a été efficace et patient pour me guider dans la modification de ma Freebox Pop 5GHz en 2,4/5GHz.
Merci beaucoup !

SAV suite intervention du technicien zero!¡!@!
Leur principal c'est la fibre !!¡

Terrible customer service. I lost internet on 20.02. When I called them the first time, they claimed it would be fixed in two days. After two days, it turned out that a technician needed to come and check, and the closest date is 05.03. It is almost two weeks without internet.

worst and most costly mobile service i have ever used. a lot of hidden charges. the name is oxymoron.