Can subscribers be reimbursed?

Victim of a national breakdown, the operator Bouygues Telecom has left its customers embarrassment for two hours without phone or internet. Can such a breakdown lead to reimbursements? Explanations.

© Pexels – Can Bouygues Telecom subscribers be reimbursed after the March 11 breakdown? Save save Receive Bouygues Telecom alerts Bouygues Telecom customers learned it at their expense on Tuesday, March 11. For about two hours, more telephone or internet following a large national failure. The operator confirmed that it was affected by this failure between 5 a.m. and 7 a.m. A rather detrimental setback for customers, whether those in teleworking or those needing their phone. However, are there appeals and possible compensation? Yes and no, detail our colleagues from Actu.fr. Interrogated, a lawyer in business law from the ACBM firm confirms that “actions are possible” if there has been “an impact”. But it all depends on the “malfunction” in question. Indeed, the repression of fraud (DGCCRF) can act, adds the lawyer, and consumers can seize the judge via the DGCCRF or carry out collective action. In all cases, there are three possible solutions: an amicable resolution, mediation or judicial appeal. Read also: Network coverage: How to test before choosing the phone operator in my area? How to justify its prejudice, in this specific case, where the failure ultimately lasted only two hours, what can we expect? In theory, if operators have “results obligations”, recalls the Professor of Private Law Dimitri Houtcieff, in reality and “in practice, it is more complicated”. Indeed, two elements lean in favor of Bouygues Telecom. On the one hand, the operator must solve the problem generated within two weeks. However, here it was done in two hours. On the other hand, the consumer must “prove his damage”, adds the specialist. However, how to justify this in this specific case, when the cut took place between 5 a.m. and 7 a.m.? Individuals or organizations have undoubtedly been affected and will be able to turn to a consumer association or even the telecoms mediator to obtain compensation, suggests the lawyer interviewed by Actu. But from there to gain their case? Perhaps a commercial gesture, but at the discretion of Bouygues Telecom. The given is however different for companies, argue the two specialists, especially if they have concluded with guarantees of recovery time. Note that if a customer is unhappy, he can always terminate, by checking well if his contract allows him to avoid significant costs. Receive our latest news each week, the flagship items to support your personal finances. (tagstotranslate) bouygues telecom

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