Consumer rightsTelephoneInternetPublished on- The editorial staff of DemarchesAdministratives.fr Was the offer too attractive? In 2018, Red by SFR launched lifetime plans. Since then, subscribers have had the unpleasant surprise of seeing prices increase. But is this practice legal?

Subscribers are still struggling to digest the announcement of Red by SFR. While they had signed a small price for a "lifetime" package, these consumers received an email announcing that their bill would increase by 2, 3 or even 4 euros. To denounce this practice of the operator, a petition has been launched. It has already been signed by more than 16,000 people. And on social networks, many customers also claim their dissatisfaction.

A legal practice

However, if the practice may seem annoying, it is completely legal. UFC-Que Choisir recalls that according to Article L. 224-33 of the Consumer Code, operators can increase their prices simply by informing customers at least one month before their entry into force. Subscribers can, for their part, terminate the contract without any penalty within four months after the rate increase. Thus, in concrete terms, these Red by SFR lifetime plans are guaranteed without a price increase for one year. And until now, these price increases at Red by SFR could be canceled by logging into its customer area. But not this time. From now on, when a customer contacts the customer service of the telecom operator, the answer is always the same: “our customer advisers will not be able to modify it”.

Will SFR increase its other prices?

So in front of the discontent, can SFR backtrack? At present, and despite numerous comments from disgruntled subscribers, SFR has still not communicated on a possible cancellation of these new prices. The operator recalls that these rates remain "one of the most competitive offers", while indicating that their customers will benefit from "better service". The operator also did not specify whether other subscriptions could in turn be increased in the coming weeks.

Small consolation for consumers, Bouygues Telecom also increased some of its offers last year, without any possibility of refusing. And this practice has also been used by Orange and Free. But the latter still leave the choice to the subscriber to accept or refuse. Until when ?