topic Re: Phoning EE helpdesk on mobile phone that does not have internet in Mobile Services

Phoning EE helpdesk on mobile phone that does not have internet

viewcode — Fri, 29 Dec 2023 17:23:04 GMT

Good afternoon EE. I am sorry to bother you but I have a problem that I do not know how to resolve. I wonder if you could help me please?

I am trying to contact the EE helpdesk verbally. I phone 07953966150 (or 150) and after a recorded message I am sent a text containing a link to "https://rapid.ee.co.uk/aimee/?token=...". My phone does not have internet capability and the browsers on it have not worked for many years. It is therefore impossible to "click on the link". How do I contact a person verbally without having to go thru https://rapid.ee.co.uk/aimee/ (or any other link?) please?

Re: Phoning EE helpdesk on mobile phone that does not have internet

Northerner — Fri, 29 Dec 2023 18:29:46 GMT

Hi @viewcode

You'll need to try another option when you call.

Alternatively have you access to a device which does have the internet or the EE app.

Thanks

Re: Phoning EE helpdesk on mobile phone that does not have internet

viewcode — Fri, 29 Dec 2023 18:46:21 GMT

Thank you for your reply @Northerner . When you say "You'll need to try another option when you call", do you have a *specific* option in mind please?

(Incidentally I don't have access to another phone that has the internet or the EE app)

Re: Phoning EE helpdesk on mobile phone that does not have internet

bristolian — Fri, 29 Dec 2023 18:46:21 GMT

The "visual service" that leads to this text message, is an optional choice when you first call 150. The announcement is along the lines of "to use this service, press 1. Otherwise press 2".

So pressing option 2 should give you the options you require.

Re: Phoning EE helpdesk on mobile phone that does not have internet

viewcode — Fri, 29 Dec 2023 20:37:58 GMT

OK, I've tried as follows

Attempt 1: Press 1 for visual service ("Do you need to talk to someone")

I did this and it sent me an aimee link, which I put in on my laptop. It just gave a set of options, none of which could lead to a conversation and which timed out (it's a one-time link)

Attempt 2: Press 2 for otherwise

I pressed 2 and went down the rabbithole thus: 2 for otherwise->1 for mobile->1 for mobile phone->2 for tech support->1 for tech support->1 for tech support->3 for device.
At that point they sent me a text asking me what the problem was. It went like this:
- EE: "To arrange your callback please reply to this message with the help that you need"
- Me: "There are multiple issues but the one I need to sort out is "will my phone still be able to send texts, receive texts, make calls and receive calls when the 3g network is switched off"..." [followed by details of the phone]
- EE: "Thanks! Just to confirm you are reporting an issue with your Network/Signal. Reply YES and we'll run some checks and if there's anything else we'll arrange a callback. If your query does not relate to this please reply NO"
- Me: "NO. I need to know if my phone still be able to send texts, receive texts, make calls and receive calls when YOU switch 3g off?"
- EE: blank reply (literally a text with no text)
- Me: I do not understand your blank response. Please call me
- EE: another blank reply (literally another text with no text)
- Me: I do not understand you blank response. Please call me

That ended thirty minutes ago (19:50). It's like stepping thru a minefield version of snakes and ladders: any wrong thing and - whoops - back to the beginning.

OK, so phone 07953966150 (or 150) is obviously not working. Has anybody got any other ideas?

[EDIT: it's 8:30pm my time and I started these phone calls/internet thing at 3:30pm. Nothing that I have tried or that has been suggested here has worked, and the blank replies from EE were arguably rude. I'll try again Dec 30 or Jan 2nd, since I assume New Year's Eve/Day will have poor responses. If anybody has other suggestions please reply below]

Re: Phoning EE helpdesk on mobile phone that does not have internet

Leanne_T — Sat, 30 Dec 2023 11:15:08 GMT

Hi @viewcode

I am sorry to hear of your experience when calling our mobile guides,

You can find details about 3G in our We’re Switching Off Our 3G Network (ee.co.uk).

If you would like to discuss your options please try calling us again on 150 or 0800 956 6000 from any other phone.

Leanne.