#rant about my #ISP (free.fr) 

I have a Revolution on a line. It started disconnecting at random. It got to a point where I lost Internet access 6 times in 45 minutes, so I went looking for support from them. Hold on to your butts, this is going to be a long thread.

#rant about my #ISP (free.fr) 

For this case I would have preferred an asynchronous workflow, i.e. my favourite option is *not* to be stuck with a phone call, I’d rather write a thorough description of the issue and let them deal with it, then come back to me, asking for details if necessary.

#rant about my #ISP (free.fr) 

I went to my account page and found the support link. They have a wizard that asks me what’s wrong. Sounds good. I choose the item that says my Internet is down. A page tells me to hold on while they test my line and a few seconds later they tell me that everything is fine, kthxbye. Issue #1: there was no “my Internet went down a lot this morning but right now I am actually able to access this page so bear with me and please have a look at what was going on earlier”.

#rant about my #ISP (free.fr) 

I was then given a choice between a video call with someone from their hotline (ugh, ) and text chat. The latter sounded great so I chose it. The page never loaded. There was no other option like opening a support ticket, leaving a message in a text field or contacting them via email. Issue #2: their online support is broken.

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#rant about my #ISP (free.fr) 

So I resigned myself to call them. Went through the dial maze, and… waited 20 minutes until a human being picked up on their end. Issue #3: their phone support is unresponsive (which is what I was trying to avoid in the first place).

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#rant about my #ISP (free.fr) 

That’s it for now. Sorry about the noise. I’ll follow up if there is any new development.

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