SFR Customer Service: how to contact SFR English helpline?

How to call the SFR France helpline?

SFR Customer Service Numbers & English-speaking helpline

Contacting SFR in France can be confusing, especially if you need support in English. The main SFR customer service number is 1023, available for mobile and internet users within France. For international calls, or if you prefer English-speaking assistance, there are additional options to make sure you get help quickly.

Phone Numbers:

• SFR French Helpline: 📞1023 (free from an SFR line)
• SFR English Helpline: 📞1026 or 09 70 83 10 26 (free from an SFR line)
• SFR Sales Service: 📞1099
• English-speaking Selectra Advisor: +33 9 77 55 72 27 (free Selectra service)

When to call SFR helpline?

Knowing the best time to call SFR can save you a lot of waiting time. The SFR helpline is open Monday to Saturday from 8am to 8pm (and Monday to Sunday from 8 am to 9pm for technical assistance). Calling in the morning (8am–10pm) or early afternoon (2pm–4pm) usually results in faster service.

To help you plan your call efficiently, we’ve summarized the expected waiting times throughout the week:

How to get in touch with SFR Customer Service online and by email?

Online assistance, chat, and email support

SFR offers several online ways to contact customer service, which can often be faster than calling, as you avoid long waiting times.

Existing customers can request assistance in their online customer account (Espace Client SFR) using the credentials provided when signing up. If you have forgotten your username or password, SFR can resend them.

In your Espace Client, you can access:

• Technical assistance (Urgences et dépannage)
• Information about your consumption (Info Conso or Consommation en cours)
• Billing information (Factures et Paiements)
• SFR promotions and options to change your plan (Offres & options)
• Mobile phone information (Mobile & Carte SIM)
• Internet modem information (Offre & équipements)
• Personal information (Contrat & cordonnées)
• Customer rewards (Avantages client)

You can also contact SFR via chat, available Monday to Saturday from 8am to 8pm, directly through your Espace Client.

💡 Tip: For email support, you can reach SFR at [email protected]. SFR typically responds within 24 hours, making this a convenient option for non-urgent inquiries.

Contacting SFR on social media

You can also reach SFR customer support online through the SFR online forum, via their Facebook page or via X.

• The Facebook page
• The X (formerly Twitter) account
• The SFR online forum for general discussions and advice

These channels are useful for quick questions or guidance, but for detailed account issues, using Espace Client, chat, or email is recommended.

Find an SFR Boutique near you to get help from customer service

SFR operates hundreds of boutiques across France, so you should be able to find a physical location near you. You can find the address for the SFR shop in your area in this online directory (in French).

You can find assistance with the following in an SFR shop:

• Learning about and signing up for a mobile phone or Internet plan
• Buying a prepaid mobile phone
• Questions about your existing mobile phone or Internet plan, such as questions about data usage, coverage, technical problems, etcetera
• Purchasing a new mobile phone

SFR Customer Service postal address (complaints & cancellations)

We recommend calling SFR or submitting a customer service request online for timely responses to your questions and concerns. However, mobile phone cancellations and for official complaints should be sent by post.

Cancelling Your SFR Mobile Phone Plan

Although not always required, you can send a cancellation letter (lettre de résiliation) by recommended post if you prefer. Include your full name, account number (identifiant abonné), and line number (numéro de ligne de l’abonné).

👉 Generate a free cancellation letter template following our guide.

SFR Service Résiliation
TSA 30103
69947 LYON Cedex 20

You can also cancel your plan through your SFR account (Espace Client). This is a fast option, and you can track the status of your request.

Cancelling an SFR Internet Plan

To cancel an SFR Internet or fixed-line subscription, you can either send a letter by recommended post or initiate the request via your SFR account (Espace Client).

SFR Service Résiliation
TSA 30103
69947 LYON Cedex 20

If your contract is less than 12 months old, early termination fees may apply. For online requests, your cancellation will be processed directly, and a confirmation will be sent to your account.

Making a Complaint to SFR

If you have an issue with your SFR service, your first step should always be to contact SFR Customer Service, either online via your Espace Client SFR or by phone at 1023. Most problems can be resolved at this stage.

If you are not satisfied with the response, you can submit a written complaint by post. Make sure to include your full name, account number, and a clear explanation of the issue.

Service Client SFR (Mobile or Internet)
TSA 10101
69947 LYON Cedex 20

If your complaint is not resolved after contacting Customer Service, you can escalate it to SFR’s Consumer Service (Service Recours Consommateurs).
Send a registered letter with acknowledgment of receipt (lettre recommandée avec avis de réception) to the following address:

SFR Service Recours Consommateurs
TSA 20102
69947 LYON Cedex 20

If no satisfactory answer is received after one month, you can contact the Electronic Communications Mediator (Médiateur des Communications Électroniques), an independent entity that can review your case free of charge.

📖 Learn more about how to make a complaint about your Internet or mobile provider in our full guide.

Useful customer service-related phrases

Looking for a Mobile Phone or Internet Plan in France?

Our English-speaking advisors will help you compare, subscribe and save on your Mobile Phone or Internet Plan:

+33 9 77 55 72 27 OR Free Callback 

Looking for a Mobile Phone or Internet Plan in France?

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