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Bbox

Bbox has NEVER worked!

Hi!

I ordered my Bbox on Jan 26th. However it never activated since arrival. I called the customer service many times but NOTHING happened!

Could anyone try to do anything?

Best,

Yuquan

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points
EMILIE G.
EMILIE G.

EMILIE G.

Niveau
4
5000 / 5000
points
Equipe

I’m not in the technical department, I’m sorry.

Emilie, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

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Belline
GUY A.

Belline

Niveau
4
5000 / 5000
points

Bonjour , @ YUQUAN W. un #conseiller va vous contacter pour faire le point sur votre dossier , cordialement .

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Thank you very much!

EMILIE G.
EMILIE G.

EMILIE G.

Niveau
4
5000 / 5000
points
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Hello,

I’m sorry for the inconvenience.

I invite you to contact 1064 indicating "Box breakdown" on the voice server to be connected with the technical service.

Emilie, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Well, I tried. But as an non-French speaking person, I don't know what is the correct combination of buttons.

By the way, this is NOT a "break down". Because it NEVER worked. With other companies, normally someone should show up to install the box. Is it the same with Bouygues? At least, someone who is able to speak English should contact me. My number is available in my personal information associated with my account.

I have paid the bill for two months, but the box is still not working.

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

By the contract, I am supposed to be able to use it after Feb. 11th! But nothing happened!

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Require a technician visit. Bbox never worked. Internet icon @ is red and stedy.

EMILIE G.
EMILIE G.

EMILIE G.

Niveau
4
5000 / 5000
points
Equipe

By contacting our customer service, you can ask to be called back by someone who speaks English.

Good evening.

Emilie, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Well, could you please issue such a call?

Actually I don't think a call would work. Please send me a technician for the problem. I have watched all the tutorials from the website but unfortunately none of them works in my case.

EMILIE G.
EMILIE G.

EMILIE G.

Niveau
4
5000 / 5000
points
Equipe

I’m not in the technical department, I’m sorry.

Emilie, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

OK, I can perfectly understand. But in this case, could anyone help with the situation?

DANIEL G.
DANIEL G.

DANIEL G.

Niveau
3
3710 / 5000
points
Equipe

Hello,

I have just made a request so that you will be called by our technical service on your mobile.
Please be ready to respond.
I wish you a very nice day !

Daniel,
Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

This is perfect! I will let you know the status by the end of the day!

Thank you very much and have a good day!

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

I received a call from the technician. But Basically he asked me to wait for one more week until the address is changed.

On Feb. 10th, I had exactly the same conversation with another technician, but nothing happened until now. I hope that this time the "wait" works.

Besides I have two more issues:

1. Wrong bill. My second bill is 16.54 Euro instead of 14.99 Euro. Could you explain why?

2. 4G key stopped working. Basically the system assumed the Bbox is working, so it stopped my 4G key. Could you please re-activate it? Otherwise I have nothing to use despite that I am paying the bill.

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

If no one can help with this, could you please refund my payment and cancel the subscription?

Today I tried to pick up the call from the technician but it no one was on the other side. Why is that?

Elodie R.
Elodie R.

Elodie R.

Niveau
4
5000 / 5000
points
Equipe

hello I'm going to make a lift to the service concerned so that a person contacts you maximum within 72 hours. I do not have a specific time slot, so I invite you to remain available on your mobile please.
nice day

Elodie, Conseillère Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

The B-box is still not working. Could we try to fix the problem?

I received two SMS last Thursday and Friday claimed that the B-box is activated. But the internet light is red and steady as always.

What we tried is:

(1) Checked all the connections remotely with a technician.

(2) Corrected the address.

BENOIT P.
BENOIT P.

BENOIT P.

Niveau
4
5000 / 5000
points
Equipe

Good evening,

Your bbox line was activated on 05/03.

If it does not work on your side, do not hesitate to contact our technical service at 1064, indicating "Probleme de box"

Benoît, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Well, could you ask an English speaking staff to call me? I tried to call `1064` but I can't get through.

And the B-box has never ever worked. Please fix it and do not collect money from my account before you fix it. Thank you!

BENOIT P.
BENOIT P.

BENOIT P.

Niveau
4
5000 / 5000
points
Equipe

I just asked if we had an English speaking technical advisor. If yes, we will get back to you as soon as possible, if not, don't hesitate to get back to us with someone speaking French.

Benoît, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Thanks for the quick response!

Well, I tried to call a few times before but failed. That's why I come for help in the forum instead.

If you can manage to find someone, please inform him/her that what I have tried:

(1) Checked all the connections remotely with a technician.

(2) Corrected the address.

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

Please make sure that the B-box can work before March 28th. Otherwise I am afraid that I will block the 'direct debit' from my bank card.

I have not yet returned the 4G key, because I am not sure if I should return the B-box together with it or not.

I have already visited the Bouygues store several times to fix the 4G key and the post office two times to get the parcels. I do not want spend more time on this issue if nothing works.

So far, I can not see any hope that the B-box can work in my apartment. Thus I would be happy to return everything I received to a Bouygues store at once. And I would like to cancel the contract(subscription) and refund all my payment.

YUQUAN W.
YUQUAN W.

YUQUAN W.

Niveau
1
147 / 750
points

I received the following message this morning:

`
Info Bouygtel : Une intervention est nécessaire à votre domicile pour résoudre votre incident technique. Planifiez-la dès maintenant en cliquant sur Planifier mon rendez-vous depuis votre Espace Client http://bit.ly/ATBbox
`

I clicked the link but it shows "Suivez un incident en cours sur votre box". I could NOT find a button to schedule an appointment.

Should I wait for anything or not?

RONAN W.
RONAN W.

RONAN W.

Niveau
4
5000 / 5000
points
Equipe

Hello,

If you didn't succeed to shedule an appointment, you need to call the technical service fot that.
Please contact the 1064, and say "Incident technique box" when we ask you the reason.

Have a good day.

Ronan, Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://www.assistance.bouyguestelecom.fr/application-mob...
..................