Contacting France Telecom's English helpline
I HAD an email yesterday from a reader of the site asking if I could help with tracking down the telephone number for the English-language service offered by France Telecom.
After a search around the internet I was able to find a Contact Us page that provided details of the freephone number you can call in France, as well as the numbers you can use if you are outside the country.
The freephone number is 0800 364 775 and staff are able to help with advice on billing, getting a telephone line to your property and answer questions on signing up for an internet connection.
If you are in the UK, or another country, and need to call France Telecom then you can contact the English language service on + 33 1 55 78 60 56. So calling from the UK you would begin with 0033.
France Telecom's English-language helpline is open Monday to Friday, between 9am and 5pm.
Please feel free to leave any comments or advice to others about the service below.
I have used this service from the UK to setup a telephone and broadband service at my house in Brittany. I can recommend it. They were very friendly and helpful. The English was a bit faltering however infinitely better than my French!
Posted by: Martin Squires | 09/08/2006 at 13:31
I made numerous attempts to contact the English hot line with no result. I sent an e mail and no reply. When I eventually got thro' on the phone I was told that, as they were in Paris, they could not advise on a local situation. Try your local France Telecom office!
Posted by: John Leslie | 10/08/2006 at 08:27
Hi John
Many thanks for your message.
It is a shame that the FT telephone service has not been able to help you out.
I have spoken to others and received an email just yesterday from a reader of the site saying their own problem had been sorted out, and their property was outside Paris.
If it is a technical problem that you have then that might be why they were not able to help and then it is best if you call into your local office.
A list can be found through this page:
http://www.agence.francetelecom.com/
Click on the link titled 'trouver facilement votre agence' at the foot of the page.
Hope this helps.
Craig
Posted by: Craig McGinty | 10/08/2006 at 21:08
is there a free phone number from UK to help line, have phoned and phoned for hours to finally get through and then put on hold for 30 minutes by which time I gave up. and I was paying for that call! Help
Posted by: Gwineth Harrison | 23/07/2007 at 12:42
Hi Gwineth, I'm afraid I've never crossed a free phone number you can call from the UK for France Telecom.
You might have been a little unlucky, I know others have been able to get some joy from the number, but I wonder if there is a "summer holiday" effect!
Another option could be to contact the office local to your home, check the link in the next comment up.
Regards, Craig
Posted by: Craig McGinty | 23/07/2007 at 17:46
I managed to get through to this number in March of this year, made all the arrangements for the installation of a telephone line and for broadband, sat in waiting for the engineer to connect us, he never turned up and I have never been able to get a response to this telephone number ever since, I now notice from our bank statement that they are charging us for the line, I still cannot get through on the english speaking number and cannot find any other number to contact them on.
Posted by: Alice Norris | 24/07/2007 at 12:34
Hi Alice (and others), I have put a request in to the France Telecom press office to see if they can help with some of the questions posed.
Will hopefully hear from them soon, Craig
Posted by: Craig McGinty | 25/07/2007 at 09:14
This free number worked well after it was first created but now it is always busy..whenever you ring..and after a short message you are cut off so no hanging on for half an hour..equally no service!
Posted by: David Roberts | 11/10/2007 at 09:10
I have just tried the Francetelecom -english-speaking service and no response. We are trying to have our telephone line cut off-there is no link on the website to do this-anyone got a suggestion?
Posted by: lynda south | 25/03/2008 at 16:18
I tried the "+ 33 1 55 78 60 56" number today and sat for over an hour listening to the following recorded message every 12 seconds (typed exactly as spoken):
"Wecome to your France Telecom Orange in please speaking customs service. Please hold on, your request is being handled. Please note that technical issues are to be handled by dialing three nine zero zero"
Somehow, I feel that my request wasn't being handled and guess I'm going to have to do it the regular way, in French =(
Posted by: Craig Pratt | 27/03/2008 at 11:07
After 1 hour and 7 minutes a woman speaking perfect English answered the phone! \o/
Posted by: Craig Pratt | 27/03/2008 at 11:20
Wow Craig, that sort of perseverance definitely deserves having your problem with France Telecom answered.
Hope it has been sorted out.
Craig
Posted by: Craig McGinty | 30/03/2008 at 14:23
My initial experience with the english speaking helpline was good - albeit after the obligatory 30 mins waiting to be connected. This was to get my line set up properly so I could start getting a service.
Now, when they messed up my account so I ended up paying for all my international calls, I asked them to change me back to the tarrif I was supposed to be on so my calls were free, suddenly they can't help me.
1 month later and still they haven;t changed me back....
Posted by: Richard B | 01/04/2008 at 16:28
I tried the ....6056 number at 10.00 recorded message. Why do they advertise these matters if they are unable to staff them ? Hopeless service.MH.
Posted by: Marc Heritier | 02/04/2008 at 09:11
The only time I have ever managed to get through was when their computers were down, and no they wouldn't do anything...I was to call again later. This was after three days of trying to get through on behalf of an elderly neighbour who had been cut off. They were quite happy for her to stand in a phone box for hours trying to get through. I'm afraid I told them what I thought of them. I agree, if they don't staff the line properly, why bother.
Posted by: Caroline Mills | 02/04/2008 at 11:24
Just come off the phone from FT. Took just ten minutes to answer, but as has been said the lady at the other end could not HAVE BEEN MORE HELPFUL!!!
One way to get a cheap or free call in France is to employ the services of Primus Telecom which acts in the guise of Andy at www.AS24telecom.com I get FREE calls using FT lines!! And a CHEAP rate number for UK people to ring me on (3P a Minute!)
BUT yes! The service worked for me!!
Chris
Posted by: Chris Goddard | 02/04/2008 at 14:57
I've had a bad experience trying to connect with the English-speaking France Telecom number in my attempt to get a broadband service.
Teleconnect couldn't help - they found my number in France Profund out of reach.
My solution was Broadband in France an English company pledged to sort out problems with France Telecom. They set up the system by phone; the necessary router arriving as promised and a local difficulty sorted with the eventual attendance of a France Telecom engineer at the promisd time. Both Toby and Philippa impressed me with their concern maintaining comforting contact until it was up and running.
Posted by: Derek Drew | 02/04/2008 at 16:13
Phoned the No. from the UK at 8o/c UK time. Got the recorded message for about 10 mins and then got through to a guy who spoke good English. I wanted 2 lines disconnected, plus broadband termination. He sorted it all - no further action need from my end (well let's hope I don't receive any more bills anyway!!)Seems like an excellent service to me, thanks for the info.
Posted by: Gordon Allen | 03/04/2008 at 08:35
It is maybe too much to think that FT has taken a look at this list of complaints and decided to do something???
All the best
Craig
Posted by: Craig McGinty | 03/04/2008 at 18:47
The France Telecom English speaking phone line is a complete nightmare - You just CAN'T GET THROUGH. Constant recorded messages saying, "All our lines are busy". This has gone on for days now.... Is there a way of contacting them on line?
Posted by: David Lovell | 15/05/2008 at 12:21
NIGHTMARE. All I can say. They continue to take money from my account, yet I have no service, no live box> They won't let me cancel it. They won't answer the phone. NIGHTMARE. How do companies legally get away with this?
Posted by: kimberley | 15/05/2008 at 16:35
Same comments as the majority above- am desperate to get phone line installed and no joy- 58 attempts to get through and one succes but 33mins later nobody actually answered the call- this is absolutely ludicrous!!! am now really worried that if i ever get through and get connected will i get a service? and to think i used to moan about BT....happy days!
Posted by: Katie Bolam | 19/05/2008 at 11:25
Hi to everyone who is currently trying without success to contact the English speaking arm of France Telecom. Quel horreur!! I am sitting here now with the 'phone on speaker,having listened to a lady repeating her message every 12 secs.I have filed some papers, filed my nails and filed into the kitchen for a coffee,all during the 23 mins I have been waiting.Still no joy.Never mind.The office is tidy,my nails are immaculate and I've had my caffeine fix.Unfortunately,France Telecom are continuing to take money from my CA account for a service I replaced with Tele 2 in Feb.Tele 2 tell you they will do all the change over details,but they seem to have slipped up with us. They however,will only tell me to contact France Telecom service cientele,and absolve themselves of all responsibility for the c--k up.
Now, where's that Revlon Vixen Red nail polish,whilst I have this time on my hands---
Posted by: Pauline Morton | 20/05/2008 at 09:52
I too tried the English "help"???? line. I did get through after 20 minutes and the lady tried her best to help but I still have not solved my problem.
Every other month I have been billed for 0899 premium rate services. Not sure if these are telephone calls or internet dial ups or internet access. ALL I want is to have these calls barred. FT helpline suggested entering in a pin code which I assume will need to be entered for all external calls. However, the help given did not seem to work.
Does anyone know how to block these calls?
In the UK you call BT and they can instantly block all such calls.
Thanks
Martin
Posted by: Martin Brown | 24/06/2008 at 22:21
France Telecom..? In English..? They can barely speak French, and in any case only if you can ever get through to them! At least (since 1 June 08) the calls you make to them are less expensive - IF you call from a FIXED F-Telecom landline, or if you use their "Livebox"(which you must have to be an Internet customer of F-Telecom). If you use a handy (mobile) then the costs are horrendous!
My tip is: When you arrive in France, decide what you want first (just phone, or phone and Internet etc..) then COMPARE the prices. Fr-Telecom is the MOST EXPENSIVE for all things, particularly for unlimited International calls via the Internet,which I presume would interest most "ex-pats". The EXTRA subscription for that is from 7euros/month (this gives you 30 minutes to French handies as well)
Tele2, SFR, Free, Neuf, and a multitude more offer much, much cheaper services, with the International call service INCLUDED! Do a "google" on them!
There are quite a few other "extras" with F-Telecom (also called Orange.fr or wanadoo.fr)
so make your choice WISELY!
ALL the services in France are not extremely reliable, with cuts and other problems a regular feature, and "help" lines are a nightmare! Even writing to them very often produces NO reaction at all!Even by REGISTERED POST (expensive) you ain't got any guarantee of a reply, particularly if you're asking for your money back!
F-Telecom is supposed to be the most reliable, hence the cost factor, but I haven't found that to be the case. Neuf (where I was a client) was miserable, and required an Ombudsman complaint to get away from, F-Telecom is going the same way, probably "bye-bye" end of this year!
The only one I had very few problems with was Tele2 (still exists, but has been bought by SFR- I had few problems with them either for my handy, in the past) and I will probably return to Tele 2 later! I've already got my handy with Tele2 and - no problems, to date!
It's all a lottery - pay your money and take your chance/choice!
Certainly I wouldn't want to have to try and do it all in English - that would be sheer HELL!
Made your choice? Try and get someone in France to order (Handy/Landlines/with or without Internet connexion are all available to order and subscribe to ONLINE!)on your behalf. You can always change the address and any other things necessary later on - BUT..you WILL need either your own Bank/Postal Account in France, or a damned good friend!
The last time I subscribed, I was told in no uncertain French that I should ALWAYS do it by Internet - it's cheaper, easier, quicker and more certain!
All of which does not augure well for when you have to contact them by mail (posted with a stamp!)- The risk of them "losing" or "never receiving" your letter is GREAT.....!
As I said - pay your brass.........
Posted by: iwmpop | 25/06/2008 at 10:32
My experience with FT English-speaking service was horrendous. Swapped to Phonexpat for both landline and internet - good prices and excellent support (en anglais!).
Posted by: Tina Hamilton | 28/06/2008 at 13:09
FT are totally useless.If they wish to sell you something they will phone and persuade you in perfect english to take whatever offer they are pushing at the time.However when it goes wrong,(and it will) they suddenley don't have any English speaking staff.One woman on a help line repeatedley told me in perfect english that I must phone them and speak only in French.
Last year we lost our adsl line,it took a French speaking friend 45 minuntes to convince the 'technician' that it was a line fault and not some configuration error on my pc,they agreed to send an engineer,who never arrived but the line was re-established 10 days later.
On Sat the 21st June a storm brought down our neighbours cherry tree,and our phone line with it.They are French,and have phoned FT at least four times to my knowledge with no results.On Friday last, armed with ladders gaffa tape and a length of wire 'pinched'from another felled line I reconnected the line .I wonder how long ,if at all,it will be before they repair the line?
In conclusion,useless, useless, useless!
Posted by: clive dawson | 01/07/2008 at 15:48
I have found it most effective to use France Telecom, although, it is true that I usually step in to help clients when they cannot make progress with the English speaking department. I have always found them courteous, they ring back when they say they will ring back.
If you are seriously struggling and do not speak the language, you can send me an e-mail I'll happily see what I can do to help.I always feel it is better to find a solution and to help each other out, rather than focus on the challenges and create hostile feelings.
Posted by: Helen Coles | 02/07/2008 at 09:46
Help! I have been on the phone for half an hour both to the English and French line for equal times! After getting through on the English line eventually, they were actually fairly unhelpful and clearly unphased - what I really need is a fax number, a working email as this one disclosed doesn't work and an address! We need to courier some documents and also forward using all three communication methods! Gratfeful for you help... K
Posted by: Kate | 08/08/2008 at 12:20
Hi Kate, I'm afraid I have no other information than that supplied, and as you are finding out service can be a bit dodgy.
All the best, Craig
Posted by: Craig McGinty | 08/08/2008 at 16:19
France Telecom is a complete nightmare,helpline is useless even after cancelling my account they are still taking my money.AVOID LIKE THE PLAGUE
Posted by: matthew | 13/08/2008 at 09:57
I have had trouble with France Telecom for the last 4 years. First of all, we signed up to them, they billed us line rental and broadband for 9 months and we had no line installed by them, just a dead end cable up a pole half a mile from the house. It took another 6 months to get our money back. Eventually they did install a line 1 year after that. Now we have an automatique prelevement set up, which never gets paid - so each month we have to manually pay by credit card. The bank says the problem is with France Telecom. The next problem we had was the 'Free International Calls' to all countries in the EU, which includes Poland, when we received our bill we were charged over 100 Euros in one month for calls to Poland at a completely rip-off rate like half a Euro per minute, when we phoned France Telecom to find out why they had billed us for this, Poland mysteriously was not on their list of countries in the EU. Use France Telecom AT YOUR PERIL.
Posted by: Tim | 29/08/2008 at 11:24
Having read the comments above I would have sought a different provider. I have just spent 3 days trying to contact French Telecom English helpline and still trying. Can anything be done about this problem?
Posted by: Ian | 04/09/2008 at 12:47
Two years ago we took out a phone broadband package with FT which we were billed for, for 6 months with no line and no connection. When I went to the local FT office (and spoke with a guy who just about spoke english) he assured us that there will be no costs involved as he could prove there was no active line there.Lo and behold, I then get bill after bill threatening court action for unpaid bills. I ended up paying them despite trying to dispute them thru the english speaking line, as I didnt want a black mark by my name in France.
I am now in the process of moving to France with 2 internet businesses I own and need the reassurance that they will connect the line for internet access but it seems to be an ongoing problem in the village.
Has anyone any advice? Thanks.
Posted by: Bronwen | 26/09/2008 at 09:42
Hi Bronwen, I don't think it is possible to offer 'reassurance' as such, because like most countries whilst the technology is there it seems to be the admin system that falls over!
All I would suggest is to try and have a back-up plan, this could be short periods of mobile access or even using some one else's connection whilst your account is being processed.
It might also be worth asking about the business accounts ISPs offer as these allegedly offer better service.
Posted by: Craig McGinty | 26/09/2008 at 10:28
Thanks Craig. Thats really useful. Will let you know how I get on!
Posted by: Bronwen | 26/09/2008 at 11:59
I sympathise with you all. We ordered a phone line and broadband on 23rd May. Finally got the phone connected on 5th September! but still no internet access. Meanwhile they have taken the money each month for a service which we haven't had. I have lost count of the e-mails that I have sent as well as visiting our local shop and my daughter(who speaks fluent french)has made numerous phonecalls. Once you have signed up you can''t cancel or they send you threatening letters. I was going to cancel the Direct debit but was advised not too so we can't get out of the agreement until it expires. I have never been able to get through to the english speaking line and am quite appalled by the service. I'm know e-mailing every day and hope that they might get so annoyed that they'll do something. By the way you can get calls from UK to France for 1p a minute. 3p is quite expensive. Use Telediscount ( google it).
Posted by: Janet | 30/09/2008 at 15:31
I have used France Telecom for over 2 years now and have found every thing Ok.I can only complain about the time it takes to get through to the freephone English line,but when i get through things get sorted fast.I moved house in Jan 2008, and phoned the Freephone line and had my phone and internet transferred in 3 days.
Last month the bank srewed my Direct debit up and i was cut off.Phoned Freephone paid with catre banqueaire and was back on in 2 hours.I have found its not a good idea to go into one of the shops, as they are useless and seem to be on commision or something,maybe just useless.I have found all the people on the Freephone number to be friendly and helpfull,so just keep trying to get through on that, as its the only one that is going to get you anywhere, unless your French is perfect.
As for coming here to run an Internet based buisines, be aware that some Vilages and Hamlets have no ADSL, if you must have access ask at the Marie, and dont expect that it is available everywhere,
Also some are so far from the Exchange your speed will be limited.Its not the UK its France and things are different,after all thats why we are here.
Want a Gauranteed Fast connection,then live in a City and get Fibre,as anywhere else is hit and miss at the moment.
Posted by: Danny | 10/11/2008 at 14:38
Seems to be luck of the draw with France Telecom....I have been trying to get through to the English help line for several weeks 'please call back later' is the response. I have tried other avenues without success. My phone and i/net line stopped working in May 2008, an overhead line fault seems to be the problem and despite one visit in August where the technician decided his ladder was too short and despite a promise that he would return, he has never been seen again.After all this time I just want to cancel my dealings with FT as the customer service is non existant and I am still paying rental on a non working line.
Has anyone any ideas on how to resolve my problem and does FT chiefs know or care how bad their service is??
Posted by: John | 13/11/2008 at 12:28
Interesting comment the last post made about
"Do FT chiefs know or care how bad their service is?"
After my last dealing with the English Line i received an email questionair about the service.
Sounds good but Why the Hell send it in French.
I will Reply but it will Take me a bit longer to do so.
Posted by: Danny | 26/11/2008 at 13:58
Just want to say that I have a second home in France and due to mobile not working very well in the area decided to get a land line. This was installed in August 08, so far no problem.They arrived on time and were extremely helpful. The first bill arrived shortly after to my address in France and my neighbour posted it on to me in England. However another bill arrived and my neighbour sent it on but there was a delay and although I paid the bill as soon as I received it,I was cut off over the christmas period. I rang the english helpline and was told the operators were all busy on numerous occasions. I am pleased to say I rang back and waited no more than 10 minutes to be put through after it asked me to hold. I spoke to an extremely helpful lady whose English was perfect.She explained I would need a new number(which I found rather strange)however she explained it well and I had to pay to be re-connected. She has arranged for my bills to be on line as well as sent to my address in England. I have paid the remains of the last bills line rental via english credit card and will now pay via direct debit. Much easier, I hope. Just want to say please persevere with the English line and when you do get through they are more than helpful.
Posted by: Simone Hawes | 16/01/2009 at 15:14
Can you help?
I want a broadband connection in my apartment in the alps. At present I have a france telecon fixed line and use dial up. I certainly don't fancy going through the endless calls to the france telecom english speaking line to try and get it sorted out. Is there any other way!!!!!!
Posted by: Charlie Brammer | 17/01/2009 at 21:32
Thanks for the comments, it does look as though you struck gold there Simon, and if you already have dial-up access Charlie then you will be able to subscribe to broadband online.
Or the other option is to head to your nearest France Telecom shop armed with copies of your most recent bills.
All the best, Craig
Posted by: Craig McGinty | 18/01/2009 at 13:53
Hello, my wife and I are moving to France for 9 months beginning in June. We will be living in a small village near Clermont-Ferrand (30km away). Her family has a home there, which does not have phone service. I was wondering if there is a way to get high speed internet service without the phone line. We live in the U.S. now and many of the satellite and mobile phone carriers have internet services that don't require a land line. It's important for me to have internet access as my consulting work will be sent via e-mail from the the U.S. and the U.K. I know this is an oxymoron in France, but I need the easiest short term solution. Any advice?
Posted by: Tom Monroe | 26/01/2009 at 16:44
Hi Tony, it is possible to get satellite internet service such as:
http://www.nordnet.com/vues/nordnetfr/satellite/index.php
And mobile internet is often described as Cle 3G but coverage might not be too strong outside of the bigger cities.
One of the things to keep an eye on with these services is the limit many have on the amount of data you can transfer in a month.
Go over the limit and your bill can soon mount up.
All the best, Craig
Posted by: Craig McGinty | 27/01/2009 at 08:59
I was going to try contactacting FT English helpline but judging by the comments here thought I would have a better chance of a sensible answer by trying here first!I have a holiday home in the Lot which has a land line connection. For the last 3 or 4 times I have paid my bill online by credit card through the FT website following the links as shown on the back of the bill 'onglet fixe' and 'reglez votre facture'. However when I tried to do so with my current bill and went to the website I can't for the life of me see these links anywhere, despite them being still printed on the bill. I'm not particularly computer literate but can usually navigate my way to most things but this has got me stumped!Any tips?
Many thanks
Peter
Posted by: Peter Wynn | 28/01/2009 at 09:01
Please ignore my plea for help shown above. I managed to get my head round the FT website and found what I was looking for. Bill now paid!
Thanks for the space anyway
Posted by: Peter Wynn | 28/01/2009 at 21:12
Hi, I have just noticed that since 2nd Feb 2009 my calls to UK landlines suddenly have a charge against them. But I have a contract that provides for unlimited calls to Europe landlines. I called the English speaking helpline (0800 364775) today. The first 2 attempts gave me a message along the lines of "Can't deal with your call at present, please call later". However on my 3rd attempt I got a different message "please hold, your call will be answered shortly". After 3 or 4 of these a very helpful gentleman answered and assured me that it will be corrected automatically and not to worry.
So,as long as it is, I think that is a result. Having read the comments on here beforehand I was not very hopeful. And I was calling between 12.30 amd 13.00. Pretty good for France.
Posted by: Ron Bravington | 05/02/2009 at 12:00
Think you've done well there Ron, maybe that's the secret get them when their guard is down over lunch ;-)
Craig
Posted by: Craig McGinty | 05/02/2009 at 14:05
We didin't pay our bill on time, and had our telephone disconnected. After over an hour trying to find a non-freephone number for France Telecom so that we could pay the bill and get reconnected, I gave up. In desperation I Googled a search phrase and came up with this site and the number to call. I called at 9.45 am, got through immediately, and spoke to a very pleasant guy who spoke better English than my French. Good enough for me! I was able to pay the bill by card, and get reconnected immediately (with a different number). He pulled the details up immediately, organised email invoices, gave me a payment reference and even our new number. He even attempted, in true British fashion, to sell me extra services like Internet connection, etc. An excellent service, many thanks!
Posted by: Linda White | 17/03/2009 at 09:56