I am moving house, so amongst all the things that need doing, the ADSL line need to be disconnected or transfered to my next place. I tried doing it via the SFR website, there is an option to follow but it does not seem to allow you to terminate your contract. You can only move it on to somewhere else where there is a phone socket already installed. But that lead on to problems…

• The place I am moving to, I used to live there. Then it was rented out. So the phone number I had was too old for the SFR website to check up on.
• It did not recognise the address I gave it
• The site gave up helping me and I had to phone SFR to take it further

All very frustrating and I was ready to just get the line cut and be done with it. I gave it one last try so I phoned them. I thought my French was passable but the lady on the end of the line sounded so confused and kept repeating the same old thing. Perhaps her book of customer service was not up to scratch. She ended the call by saying she was get someone who could speak English to call me back.

Two days later, I get a call on my mobile phone. An English speaking lady from SFR willing to help me out with my needs. She listened to what I wanted, I explained the frustration with the website and then good customer service kicked in.

For starters the line will be transfered to the new address, she found it as well as the previous persons phone number. Not only that, I now get €5 discount per month for a year – just for staying with SFR. And thrown in to the deal, I get a brand new Neuf/SFR router at only 5€ instead of €50 if I had asked for an upgrade.

She made each step of the transfer clear even though English was not her first language. She treated me as a valued customer, after all they found an English speaking person to call me back on my mobile. I have been critical of SFR in the past but this care given to ensure I stay with them changes my mind somewhat.