topic Re: How can I speak to a real person? in Mobile Broadband

How can I speak to a real person?

Janeylou01 — Thu, 16 Mar 2023 08:50:32 GMT

As a many years customer, I am appalled by the difficulty in speaking to someone.

Logged in and waited (and waited ... etc) for the chat button to appear. Nothing. Called 150 and was linked to a cyber-voice that sent me a link (that didn't work). Called again and the same happened. Round and round we go! Tried an email address from years past. Not connecting. Went onto community to seek help - only to find that the post that may well have been useful - had been archived and was no longer active (as I suspect this one will be as the contents are similar). I will describe my query/complaint here in the hope that it may assist someone else:

I received a text saying as a BT and EE customer I was entitled to more data - text YES to 1122 so we can help set this up. So, I did this and was sent a following test saying that I was entitled to double data. Simply text DOUBLE to 1122 to get it added to the account. So I did.

Next I know is that I am being informed that I have called and EMERGENCY NUMBER twice and due to this all of my blocked spam/caller/stalker/creep numbers were unblocked for 2 hours as, apparently, this is standard when you call an emergency number. Confused, I went into call logs to find that I had called (inadvertently) the European emergency (alternative to 999) number which is 112. Of couse, this would trigger before I hit the second 2 of the number.

LET ME WARN YOU THAT ... the legitimate EE logo comes up on your text followed by the 150 on the second text. So, whoever is doing this is pretty fly and knows their way around tech. Yes, it does unblock your blocked numbers but you can go into the murky depths of your phones electronic innards and reset without too much issue.

On an aside - I still haven't managed to get in touch with a meat-person as opposed to an unhelpful pixels-and-wires EE assistant!

Re: How can I speak to a real person?

XRaySpeX — Thu, 16 Mar 2023 09:07:58 GMT

Which mobile router was this on?

Re: How can I speak to a real person?

Janeylou01 — Thu, 16 Mar 2023 09:10:41 GMT

BT mobile.

Cheers for the heads up! Saved to useful numbers. You are a star!

Re: How can I speak to a real person?

Leanne_T — Thu, 16 Mar 2023 09:31:39 GMT

Hi there @Janeylou01

Thanks for coming to the community.

If you give us a call on the numbers @XRaySpeX has provided the team will certainly get this looked into for you.

Let us know how you get on.

Leanne.

Re: How can I speak to a real person?

XRaySpeX — Thu, 16 Mar 2023 10:59:43 GMT

Unlike dialling a number when you dial one digit by one digit - 1 > 1 > 2 >2 but it connects on the 1st 2, when texting you fill in a box with 1122 well before sending, so it shouldn't be sent to 112.

Re: How can I speak to a real person?

janbansemer — Sun, 02 Jul 2023 09:00:03 GMT

My experience too…..am over here from Australia & always have problems with shop front advice when I go to purchase a UK SIM card but it’s usually sorted by phone as staff there a lot more knowledgeable.Was ok a month ago & now they’ve changed to AI , this wonderful new (end times) technology. NOT.

if this is how they’re going to do business they will not get my business. They need to be boycotted like Budweiser & target. Those businesses soon changed as I understand it.

Re: How can I speak to a real person?

Christopher_G — Sun, 02 Jul 2023 11:33:40 GMT

Hi @janbansemer

Welcome to the community.

If you follow the options for technical support when you call, you should be able to speak to our call centre staff.

Chris

Re: How can I speak to a real person?

audiq2 — Fri, 22 Dec 2023 15:57:27 GMT

Apparently there are no humans at the end of 150. Round and round

and no help at all.

Re: How can I speak to a real person?

Chris_B — Fri, 22 Dec 2023 16:02:16 GMT

@audiq2 Stop selecting option 1 when you call and select option 2 then the next option closest to your issue and it’ll put you through to customer services.

Re: How can I speak to a real person?

Martin19561 — Fri, 31 Jan 2025 15:37:56 GMT

I’ve just had the same problems trying to speak to a real human being about my EE broadband. Round in circles, forced to do tests I don’t need and now waiting 30+ minutes for a call back, when I have a meeting due at that time so may have to miss the call back!

Re: How can I speak to a real person?

Leanne_T — Fri, 31 Jan 2025 17:28:56 GMT

Hi there @Martin19561

I am sorry it has taken time to get to the broadband team and they needed to complete tests.

If you have missed the callback, please get back in touch when you get the chance.

I hope this is sorted soon for you.

Leanne.

Re: How can I speak to a real person?

Martin19561 — Sat, 01 Mar 2025 08:11:24 GMT

I agree. It is so difficult to get past the robots. EE persuaded me to switch my broadband to them, but I’m regretting it now. Whatever happened to the good old EE customer service?

Re: How can I speak to a real person?

Katie_B — Sat, 01 Mar 2025 11:29:43 GMT

Hello @Martin19561.

Thanks for coming here.

I am sorry to hear you have not been able to connect with our customer care team.

Is there something we could help with here on the community?

What options are you selecting on the automated service?

Speak soon,

Katie

Re: How can I speak to a real person?

UK_Shane — Tue, 04 Mar 2025 11:36:40 GMT

I'm finding it really frustrating also.

want to find info about replacing my existing esim with one abroad and the restoration of the original when I return.

How do we speak with a real person?

not good enough EE

Re: How can I speak to a real person?

Ali_A — Tue, 04 Mar 2025 13:59:52 GMT

@UK_Shane

Welcome to the EE Community

Please visit Contact Us | Help & Support | EE page for ways to get in touch with our Customer service team.

You can order a replacement eSIM card through the EE App. Just click on Manage > Settings > Replace my SIM

If you prefer you can call customer service where a member of the team can order a replacement SIM card for you.

Alternatively, you can pop into any EE store with photo ID and the store guide can issue you a replacement eSIM card free of charge straight away.
EE Store Finder | How to find your nearest EE store | EE

Ali

Re: How can I speak to a real person?

Martin19561 — Tue, 04 Mar 2025 17:10:03 GMT

I’ve been an EE customer for 13 years. It used to be the case that you could phone 150 and get to speak to a real person, who could understand the issue and resolve it quickly. Now, I have to find ways to explain to a not very intelligent AI machine, that can only pick up key words. I spent an hour recently waiting to talk to a real person, and when I finally got through he could only deal with part of my question as mobiles and broadband at EE are apparently dealt with by separate billing departments! It’s very frustrating and I regret switching to EE broadband now.

Re: How can I speak to a real person?

XRaySpeX — Tue, 04 Mar 2025 21:22:05 GMT

@Martin19561 : Which type of BB have you? It it with a mobile router using a SIM or a fixed line router?