topic Re: where is the regular chat for communication??? in Mobile Services

where is the regular chat for communication???

Sentemental93 — Wed, 22 Nov 2023 10:24:44 GMT

Seriously? All self-respecting companies have text chats for communication, rather than calls, videos and posting. And this feature should be in a visible place with quick access!!! Lord, what year is it now (facepalm).

Re: where is the regular chat for communication???

AndyM12 — Wed, 22 Nov 2023 10:45:51 GMT

Agree, unbelievable, only numbers to call, and I need to talk about a phone connection that won't work!

Re: where is the regular chat for communication???

Northerner — Wed, 22 Nov 2023 11:17:12 GMT

Hi @Sentemental93

You can message and call via the EE app.

EE are improving the chat and it will be reintroduced in the future.

Thanks

Re: where is the regular chat for communication???

Sentemental93 — Wed, 22 Nov 2023 11:26:40 GMT

Tough. I can’t even answer through the website because the buttons are not active!!! They wrote: “The chat works in the application” BUT THE APPLICATION NEVER WORKS EVEN UPDATED!!!

Re: where is the regular chat for communication???

bristolian — Wed, 22 Nov 2023 11:34:31 GMT

EE are unique in having entirely UK-based CS call handling.

I can think of other major telcos who don't have live-chat for queries.

Re: where is the regular chat for communication???

Sentemental93 — Wed, 22 Nov 2023 11:46:22 GMT

the most important thing to think about is user-friendliness, there are so
many complex things in the world and we need to simplify everything, and
not make simple things complex!!

Re: where is the regular chat for communication???

Leanne_T — Wed, 22 Nov 2023 13:21:02 GMT

Hi @Sentemental93

Do you have a pay monthly account?

Leanne 🙂

Re: where is the regular chat for communication???

Sentemental93 — Wed, 22 Nov 2023 13:23:22 GMT

Certainly! how would I pay then if it wasn’t there?)

Re: where is the regular chat for communication???

Leanne_T — Wed, 22 Nov 2023 14:27:00 GMT

Hi @Sentemental93

Please see our How do I pay my phone bill? | Help | EE for ways to make a payment 🙂

Leanne.

Re: where is the regular chat for communication???

Sentemental93 — Wed, 22 Nov 2023 14:34:22 GMT

I paid the same as last time. Everything was ok. There has already been
such a mistake on your part and one of the operators of your online chat
network helped me solve it, why is this now not possible?!

Re: where is the regular chat for communication???

Leanne_T — Wed, 22 Nov 2023 14:43:22 GMT

Hi @Sentemental93

If chat is available for your account, this will now show in the EE app within the Help section. If you would like to discuss your account and this is not showing you would need to call.

Leanne.

Re: where is the regular chat for communication???

Schockwave — Wed, 22 Nov 2023 15:26:47 GMT

Just to add, if you have something like Skype, you can ring customer service for free:

+448000798586

Re: where is the regular chat for communication???

trojantack — Thu, 14 Dec 2023 11:35:52 GMT

It is seriously pathetic that such a large "communications" company like EE fails so badly at customer communications!!

Clearly, they fail to grasp that calling is simply not possible for customers for a majority of reasons. Offering an easily accessable chat should be a standard option open to EVERYONE as part of INCLUSIVITY!!

Re: where is the regular chat for communication???

Leanne_T — Thu, 14 Dec 2023 14:15:23 GMT

Hi @trojantack

If chat is available for your account, this will show in the EE app within the Help section. If you have a general query please ask the community for support, or if account access is needed please call us or visit any EE Store.

Leanne.