topic Re: EE is a NOT a deaf user friendly company! in EE Community info & News

EE is a NOT a deaf user friendly company!

guybe — Sat, 09 Dec 2023 14:02:02 GMT

I am deaf and cannot use the telephone, I have tried looking for chatroom both on home pc and my phone EE app which it's not there, only telephone calls, I visited two of my local EE shops asking for help and the app chatroom which the shop employees can get chatroom on their phones and they struggled to get the chatroom for my phone which it's Apple iphone SE second generation, now I have been told to ring the company after repeating telling shop employees I cannot use the phone due being deaf! I am stuck with this awful company with poor customer services and mobile deal.

My advice to any deaf people is to avoid EE and go elsewhere with better services/deals👎

Re: EE is a NOT a deaf user friendly company!

Northerner — Sat, 09 Dec 2023 14:14:51 GMT

Hi @guybe

Can you not use this service.

https://ee.co.uk/help/here-for-you

Re: EE is a NOT a deaf user friendly company!

James_B — Sat, 09 Dec 2023 14:17:04 GMT

Hi @guybe,

Welcome to the EE Community. 🙂

I'm sorry to hear you're having trouble contacting Customer Care.

Live chat can be accessed in the help section of the EE app if you're using a pay monthly personal plan and are registered as the account owner (bill payer).

We also offer British Sign Language video relay and a text relay service.

For further details, please see Communication support | Accessibility support | EE.

Hope this helps.

James

Re: EE is a NOT a deaf user friendly company!

guybe — Sat, 09 Dec 2023 15:10:23 GMT

Hi James

Yes I am on a monthly payment and have my own account, all I want is the chatroom that you can get on the app like the EE shop employees which they show me on their phones and they couldnt fix it on my phone.

Other non EE mobile phone websites have chatroom and more deaf user friendly. I have fill out a complaint form to EE and really want to leave this company for good. It's not suited for deaf people like myself to only been told to ring company by shop employees many times.

Re: EE is a NOT a deaf user friendly company!

guybe — Sat, 09 Dec 2023 15:11:40 GMT

This is no good to me, I want the chatroom and it's missing from here and EE is not kind toward deaf people.

Re: EE is a NOT a deaf user friendly company!

James_B — Sat, 09 Dec 2023 15:52:17 GMT

Hi @guybe,

If you login to your account at Account settings (ee.co.uk), do you show as the bill payer, or just as the user?

James

Re: EE is a NOT a deaf user friendly company!

guybe — Sat, 09 Dec 2023 16:53:04 GMT

Bill payer

Re: EE is a NOT a deaf user friendly company!

Chris_B — Sat, 09 Dec 2023 18:56:48 GMT

@guybe Have you tried the link posted by @Northerner ? If you do you’ll see that EE is providing for your needs.

Re: EE is a NOT a deaf user friendly company!

James_B — Sun, 10 Dec 2023 08:13:27 GMT

Hi @guybe,

If you're registered as the bill payer, you should see a 'message us' option at the top of your screen when you select the help tab in the EE app.

James

Re: EE is a NOT a deaf user friendly company!

Bigkev0123 — Sat, 12 Oct 2024 12:47:12 GMT

Live chat cannot be accessed as your staff don't reply multiple uses still no reply or response to a simple question communication company eh I think not!!!

Re: EE is a NOT a deaf user friendly company!

Peter_W — Sat, 12 Oct 2024 14:39:14 GMT

Good afternoon @Bigkev0123, welcome to the EE Community too!

What was it you were looking to speak with our team about?

Our chat team are only able to support with certain queries, but I definitely want to make sure we help point you in the right direction.

Peter

Re: EE is a NOT a deaf user friendly company!

Bigkev0123 — Sat, 12 Oct 2024 17:38:49 GMT

Hi my contract expires on 2nd november I don't want to upgrade till s25 is released can I goto sim only essentials plan then upgrade in Feb when it's released I'm confused as sim only deal says 24 month contract? And as this is an account query live chat should have answered it but 9 hours waiting for response when time given for response was supposed to be an hour but guess customers are a 2nd thought who cannot hear

Re: EE is a NOT a deaf user friendly company!

Peter_W — Sun, 13 Oct 2024 08:30:11 GMT

Thanks for taking the time to explain all of that @Bigkev0123.

We have a range of SIM Only options available ranging from 30 day rolling options up to 24 month contracts, but often when you view our page the 24 month option is selected by default.

If you go for a 24 month contract then you would be locked into our network for this period, but if you're upgrading to a plan that includes a phone you can often do this early.

Also whilst we don't currently have a messaging option for upgrades, we still want to make sure you're able to connect with our team.

If you're unable to speak with us directly, I'd definitely recommend looking into the Text Relay option highlighted earlier in this thread.

Peter