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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
YUQUAN

YUQUAN

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1
224 / 750
points
CARLINE
CARLINE

CARLINE

Niveau
4
5000 / 5000
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Hello Yuquan,

First of all I want to apologize for the situation encountered. In view of this, I take charge today of regularizing the billing from the date on which your services should have operated (March 5) to date. I also asked that an English-speaking technical adviser contact you in order to resolve the technical problem. A dedicated advisor will therefore contact you on your mobile within 48h to 72h. Thank you for your understanding and patience.

Carline, Conseillère Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

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YUQUAN
YUQUAN

YUQUAN

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Thank you very much!

EMILIE
EMILIE

EMILIE

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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

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

YUQUAN
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

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

EMILIE
EMILIE

EMILIE

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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
EMILIE

EMILIE

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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
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

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

DANIEL
DANIEL

DANIEL

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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
YUQUAN

YUQUAN

Niveau
1
224 / 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
YUQUAN

YUQUAN

Niveau
1
224 / 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
Elodie

Elodie

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5000 / 5000
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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
BENOIT

BENOIT

Niveau
4
5000 / 5000
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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
BENOIT

BENOIT

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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
YUQUAN

YUQUAN

Niveau
1
224 / 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
YUQUAN

YUQUAN

Niveau
1
224 / 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
YUQUAN

YUQUAN

Niveau
1
224 / 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
RONAN

RONAN

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5000 / 5000
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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...
..................

YUQUAN
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

Please, the B-box is still not working. It never worked for me since I signed the contract in January.

Basically the line was cut, but I could not fix it by myself. In the last visit of the technician, he was not able to fix it due to the COVID confinement. I hope that someone can fix the issue.

I also apply to cancel all my bills, because the B-box never worked.

CÉCILE
CÉCILE

CÉCILE

Niveau
4
5000 / 5000
points
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Bonjour,
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.

Bonne journée
Cécile, Conseillère Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

YUQUAN
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

Could you please directly schedule an appointment? I can not manage the System in French.

I am available in the apartment all the time due to the confinement.

Please also respond to my second point, basically, the B-box never worked since I signed the contract, thus it is not fair for me to pay the monthly bills.

Ndeye
Ndeye

Ndeye

Niveau
4
5000 / 5000
points
Equipe

Bonjour Yuquan,

Je prends le relais sur le traitement de votre demande, je suis désolée de ce désagrément.

Afin d’analyser au mieux la situation et vous proposer une prise en charge optimale, nous vous invitons à effectuer le diagnostic ci-après : https://www.assistance.bouyguestelecom.fr/diagnostic-bbox
En fonction de la nature de la demande, il vous sera possible de demander à être rappelé suite à votre diagnostic ou retrouver nos conseillers techniques en les contactant au 1064 devant vos équipements.

Merci par avance,

Ndeye, Conseillère Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

YUQUAN
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

Dear Ndeye,

Thanks for the reply. Actually there are already two technicians visited me before the COVID quanrantine. They have identified the problem, i.e., the line (cable) is not connected.

I need a technician to connect the cable to my room. That's why the B-box never worked since I ordered in January.

Thank you very much!

Ndeye
Ndeye

Ndeye

Niveau
4
5000 / 5000
points
Equipe

Yuquan,

I understand but to make you intervene a technician as soon as possible you must carry out the diagnosis that I sent to you and a technician will contact you to schedule this appointment

Ndeye, Conseillère Bouygues Telecom
..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

YUQUAN
YUQUAN

YUQUAN

Niveau
1
224 / 750
points

Apart from the technical issues, I would like to cancel my monthly bills from February.
Basically nothing has worked so far despite I should have the B-box working since February 11th.

I can understand that due to the quarantine, nothing can be easily fixed. But at the same time, the monthly bill should suspend too.