topic Re: Webchat in Mobile Services

Webchat

Help24 — Tue, 01 Apr 2025 09:20:11 GMT

Hello, trying to access webchat in the app but it’s not working. Is there not a webchat online?

Thanks.

Re: Webchat

Michael_D — Tue, 01 Apr 2025 11:37:25 GMT

Welcome to the community.

The online chat is only available in the EE app for our pay monthly contract customers. It would be found under Help then Message Us.

If you have a pay as you go account, it would not show the chat option.

Michael

Re: Webchat

Help24 — Tue, 01 Apr 2025 11:44:32 GMT

As stated, It is not working in the app.

Re: Webchat

Michael_D — Tue, 01 Apr 2025 11:46:32 GMT

Do you have a pay monthly contract account @Help24?

What happens when you try to access it?

Michael

Re: Webchat

Help24 — Tue, 01 Apr 2025 12:12:58 GMT

Yes, I do. It says ‘messaging hasn’t loaded’ And has a retry and cancel button, retry doesn’t work.

Re: Webchat

Michael_D — Tue, 01 Apr 2025 12:36:49 GMT

Have you tried to delete the app and the install it again? I've just tried on my app and it is loading for me.

Michael

Re: Webchat

Schockwave — Tue, 01 Apr 2025 14:03:03 GMT

@Michael_D , I used to have message us, but that has now disappeared and I get talk to us, make an appointment and community, not sure why there is no message us, and I do have the latest version, this does seem strange, not that I need the message us, so wondering whether it has been removed in the latest version.

Re: Webchat

Peter_W — Tue, 01 Apr 2025 17:42:42 GMT

Hey @Schockwave, I've had a look myself and I'm still seeing 'Message Us'.

What model of phone are you using?

Peter

Re: Webchat

Help24 — Tue, 01 Apr 2025 17:30:26 GMT

I had only just installed the app. A while back I used chat on website, can you tell me where this is please, it shouldn’t be this hard to chat online with someone!

Re: Webchat

Peter_W — Tue, 01 Apr 2025 17:42:19 GMT

Hi again @Help24, whilst we did offer chat direct through browsers in the past, this is now exclusively via the app.

What model of phone are you using right now, and can you check the software version in your settings?

@Michael_D and I are both iPhone users and this appears in the app with no issue, but there's a chance things may differ if you're using a different OS or software version.

Peter

Re: Webchat

Schockwave — Tue, 01 Apr 2025 17:54:19 GMT

@Peter_W , I have IPhone 16 Pro Max.

Re: Webchat

Help24 — Wed, 02 Apr 2025 12:07:42 GMT

Hi, I’m using iPad, all updated.
I actually looked up EE on trust pilot and it doesn’t look good at all! I was thinking about transferring my contract to them but if I can’t even use the chat to speak to someone…I’m now having seconds thoughts.

Re: Webchat

Schockwave — Wed, 02 Apr 2025 12:23:31 GMT

@Help24 , chat is only available for customers on mobile contract, not pay as you go, and is via the EE App.

I personally have been with them since the day of Orange, coming up to 30 days, no problem.

Re: Webchat

Help24 — Wed, 02 Apr 2025 12:48:43 GMT

I have contract account. Chat doesn’t work on app. Everything my end up to date. Reviews awful. Not looking good.

Re: Webchat

Schockwave — Wed, 02 Apr 2025 12:54:04 GMT

@Help24 , they are looking into this, as I cannot see it either and used to have it, everything is up to date, so not sure why this is happening, have given information via private message to one of the EE staff, so we shall see what is going on, as it was there a few days ago and now is not, strange.

Re: Webchat

Peter_W — Wed, 02 Apr 2025 12:57:46 GMT

Hey @Help24 😊

Our Messaging teams are only available for a limited range of pay monthly mobile billing queries, so if you don't currently have a contract with us, then this will likely be the reason you're not seeing the option right now.

I've managed to flag the example @Schockwave mentioned for further investigation, though.

Peter

Re: Webchat

Help24 — Wed, 02 Apr 2025 13:06:19 GMT

Hi,

Thank you but as I’ve said, I DO have a contract with them. The chat is there but is just not responding/loading.

@Schockwave (Just learned how to do the @ thing!) Thank you for your help. I’ve taken a screenshot of what’s happening. The ‘retry’ doesn’t do anything neither does closing it down etc.

If I can’t chat to anyone today I won’t be transferring to them, it’s just not a good look if you can’t contact them!

Re: Webchat

Peter_W — Wed, 02 Apr 2025 13:24:22 GMT

Thanks @Help24, this looks to be a separate issue to the one that @Schockwave has described.

What was it you were looking to speak with our team about, and have you tried reinstalling the app?
Peter

Re: Webchat

Help24 — Wed, 02 Apr 2025 14:03:54 GMT

Yes, looks like shockwave can’t even see any form of messaging.

I only just installed the app yesterday as I’ve never needed it before, last time, probably about 6 months or so ago, I chatted on the website. I did uninstall and reinstall just in case.
I can’t use the phone so I rely on chat.

I used to have 2 contracts but removed one last year, I had some kind of deal/perk for having 2. I wanted to know what deal I could have if i transferred my contract to them, so back up to 2 again. I am not seeing anything related on my account.

If I stay put I can have 25gb, unlimited calls/texts for £9. (No price hikes for 2 years also) I can’t see anything comparable to this with EE.
My current contract with EE is £9 per month with 50gb, unlimited calls/texts.

Re: Webchat

Peter_W — Wed, 02 Apr 2025 14:23:47 GMT

@Help24 Are you able to see any of your plan details full stop when signing in?

If you're not, it sounds like either you're using the incorrect details, or something with the account isn't linked quite right at our end.

It's worth giving this a try from a different device, but if you continue to struggle giving us a call is definitely going to be the best way to highlight this with our team so they can investigate further.

If you struggle speaking on the phone directly, we do also offer the option of our text relay service.

This allows you to message an interpreter who will speak directly with a Guide on your behalf, and type back their responses, and this should work with any of our teams.

Peter