EN 2021, the number of referrals received by the mediation of electronic communications increased by 1%, with 12,058 folders. The fiber rises in power and becomes the second litigation pattern, behind the mobile.
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The outbreak of 2020 caused by the CVIV-19 crisis has spin-off. But the degree of conflictuality between consumers and telecom operators remains strong. In 2021, the number of referrals received by the mediation of electronic communications, the association which, since 2003, manages the disputes between operators and subscribers, increased by 1%, with 12,058 files. In 2020, the activity had jumped by 13%: the imperatives of connectivity of the French during confines, whether for teleworking or for the school at home, had exploded the needs of connection and, therefore, the litigation .
Despite this high volumetry, close to that of the mediator of energy, “there is no resumption of the conflictuality between consumers and telecom operators”, says Valérie Alvarez, mediator of electronic communications since May 2019, Which renders, Tuesday, February 15, its annual report to the telecom regulator (ARCEP), to the repression of fraud (DGCCRF) and several associations. It explains the sustained activity of 2021 above all by “the increase in the number of admissible files, in particular through the improvement of the online reporting tool”. 83% of the processed files were opened on the Association’s website. The mediation brings together almost all French operators, including the four largest orange, SFR, Free and Bouygues Telecom.
The mediator notes, however, a difference from previous years: consequence of the accelerated deployment of the fiber optic since the irruption of the pandemic, it has become the second subject of discord between subscribers and operators, relegating the ADSL to the third place. Tension topics do not lack: Fiber but not connectable fireplace, support between the connection cabinet and dwelling, time between subscription and effective connection, wild-line cuts by the installers to make room for their own customer …
“Provide a practical and realistic solution”
“The complexity of the arrival of new technologies, such as fiber, with problems unknown until then, extends the processing time of” mediation, recognizes Valérie Alvarez. On these topics, the commercial operator is often not the only one involved, Orange, Bouygues Telecom, Free, SFR and others using subcontractors, such as Scopelec, Spie or Solutions 30 to build the network, this which adds an additional layer of potential litigation.
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