topic Re: Unable to text phone - I am deaf in Mobile Services

Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 14:01:35 GMT

trying to textphone. SMS keeps saying failed. I am deaf.

Can you advise what I can do?

Re: Unable to text phone - I am deaf

Schockwave — Fri, 21 Mar 2025 15:41:04 GMT

@Peace23 , Have you checked here:

https://ee.co.uk/help/contact-ee/account-billing/mobile-phone

There is a way of contacting them for deaf people, hope this helps.

Re: Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 15:44:55 GMT

Hi, Yes, its the number in that link that you sent that I'm trying to Textphone 😞

Re: Unable to text phone - I am deaf

Katie_B — Fri, 21 Mar 2025 17:01:12 GMT

Hi @Peace23.

I would love to help.

Are you able to send other texts OK?

Katie

Re: Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 17:06:16 GMT

Hi Katie, I can send texts to my sister ok but I cant include any photos. Just not sure whats going on with all this. I dont really understand it.

Re: Unable to text phone - I am deaf

Katie_B — Fri, 21 Mar 2025 17:15:03 GMT

Thanks for getting back to me @Peace23.

Are you pay as you go or pay monthly?

Is your mobile with BT or EE?

Katie

Re: Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 17:35:09 GMT

Hi Katie, Pay monthly and I'm with EE

Re: Unable to text phone - I am deaf

Katie_B — Fri, 21 Mar 2025 17:37:26 GMT

Thanks so much for confirming @Peace23.

Are you using the app or calling from your text phone?

Are you connected to WiFi?

Katie

Re: Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 17:41:09 GMT

Per chatting with you right now, I'm on the EE website on my laptop. When I am trying to text, it is directly from the phone - always text from my phone directly

Re: Unable to text phone - I am deaf

Katie_B — Fri, 21 Mar 2025 17:49:52 GMT

Hi @Peace23.

I'm not sure what could be causing this.

Have you previously been able to use the service OK?

Katie

Re: Unable to text phone - I am deaf

Peace23 — Fri, 21 Mar 2025 18:06:05 GMT

I've never had to textphone - when I need to contact a service there is normally a live chat service or email

Re: Unable to text phone - I am deaf

Katie_B — Fri, 21 Mar 2025 18:10:04 GMT

Hi @Peace23.

Have you tried connecting with a BSL Interpreter?

Is there something we could help with on the community?

Katie

Re: Unable to text phone - I am deaf

Schockwave — Sat, 22 Mar 2025 16:20:19 GMT

@Peace23 , if you are on a monthly contract, you can find the live chat via the EE App, by clicking on help at the bottom of the app, and there you will find the chat app.