topic Re: Unlock Voicemail in Mobile Services

Unlock Voicemail

kckc — Fri, 13 Dec 2024 11:38:37 GMT

I'm trying to unlock my voicemail. The automated voice says "Please call customer services to get it unlocked"

I call 150 - go around in a circle, get a text message with options to turn OFF/ON voicemail

This page doesn't have any available contact options at the moment:

https://ee.co.uk/contact-ee

I just want to speak to someone - how...?

Re: Unlock Voicemail

kckc — Fri, 13 Dec 2024 13:45:54 GMT

Haven't been able to access my voicemail for more than 2 hours now. Terrible/non-existent support from EE:

How on Earth can you run a business for paying customers with this level of support?

Re: Unlock Voicemail

Michael_D — Fri, 13 Dec 2024 13:58:54 GMT

Hi @kckc

Thanks for coming to the community.

If the voicemail is locked, you would need to speak to our customer service guides so they can access your account and unlock it for you.

If you call 150 and choose the option for technical support, you'd either get the option to arrange a call back, or if you wait on the line, you'll be placed in the queue for someone to speak to.

Michael

Re: Unlock Voicemail

kckc — Fri, 13 Dec 2024 14:08:39 GMT

I called 150. There was no option for me to talk to someone - that's what I'm frustrated about. The *only* option was to receive a text message (to turn voicemail on or off) and then the call hangs up.

No option for call back. Was not put in a queue.

"Need to talk to someone? Press 1" > "I'll send you a text for our new visual service"

The "aimee" guide only has an option for turning voicemail on or off. I don't know why this says "...speak with an EE guide" - there's no human interaction here at all

"Otherwise it's 2" > "If you're calling about your mobile phone, press 1" > "For mobile phones, press 1" > "...voicemail... it's 1" > "...voicemail press 2" > "For voicemail settings it's 2" > "I'll send you a text with all the information you need" > end of call

Re: Unlock Voicemail

Michael_D — Fri, 13 Dec 2024 14:04:11 GMT

Did you get the menu for technical support first of all, or was it straight to a message? @kckc

I've just tried on my phone and got presented with the menu options and it gave me the option for the text or waiting in the queue when I selected technical support.

Michael

Re: Unlock Voicemail

kckc — Fri, 13 Dec 2024 14:11:25 GMT

Nope. I only get this:

"Need to talk to someone? Press 1 for our new visual service which will get you there faster than ever before"

"Otherwise it's 2"

Re: Unlock Voicemail

Michael_D — Fri, 13 Dec 2024 14:13:08 GMT

Were you selecting option 1 or option 2? @kckc

Michael

Re: Unlock Voicemail

kckc — Fri, 13 Dec 2024 14:13:46 GMT

I've done both - neither get me to a human/nor resolve my issue

Re: Unlock Voicemail

Michael_D — Fri, 13 Dec 2024 14:21:34 GMT

@kckc If you are getting the visual service it will try to help you without the need for a call when you choose option 1 but in this instance it will need you to speak to someone.

If you choose option 2, it should be getting you to the standard options to get through to someone.

If there is a voicemail option, don't choose that, just go for technical support in general and there will be an option to speak to someone.

Michael