topic Re: Been on phone for nearly an hour regarding phone not working and they cut me off in EE app and website

Been on phone for nearly an hour regarding phone not working and they cut me off

Biscuit1967 — Fri, 03 Feb 2023 20:35:06 GMT

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Northerner — Fri, 03 Feb 2023 20:46:52 GMT

Hi @Biscuit1967

What's wrong with your phone?

Thanks

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Katie_B — Sat, 04 Feb 2023 08:25:42 GMT

Hello @Biscuit1967.

I am sorry to hear this.

Is there anything we can help with here on the commmunity?

Katie

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Biscuit1967 — Sat, 04 Feb 2023 10:15:52 GMT

Yes please Katie. Get someone to help me. I pay insurance on my phone, been with them over a decade. Service appalling!!!! On my old phone now. At work so got to go.

Sent from my iPhone

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Katie_B — Sat, 04 Feb 2023 10:18:20 GMT

Hi @Biscuit1967.

Please could you provide some information on what is wrong with your phone?

Are you looking to make an insurance claim?

Speak soon,

Katie

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Biscuit1967 — Sat, 04 Feb 2023 19:09:52 GMT

Hi Katie;
My phone was working fine but just shut down on 74% battery life. I tried to charge it but nothing! Rang EE to report it but they were not helpful at all. The phone is fully insured but they said l needed to take it an EE shop as the insurance only covers lost, stolen or damaged. I only took the the contract out last June so it should be under warranty. I don’t drive and live miles from an EE shop. Tech services were no help either, they’re supposed to be ringing me tonight. I was on the phone nearly 2hrs in the end. I’m using my old iPhone atm but it’s not all good. I have health issues and need my phone handy all the time.
Any help or advice greatly appreciated
Theresa

Sent from my iPad

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Katie_B — Sun, 05 Feb 2023 07:20:15 GMT

Good morning @Biscuit1967.

Thanks for providing further details.

Have you been able to try another charger?

Did you receive a call back last night?

Speak soon,

Katie

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Biscuit1967 — Sun, 05 Feb 2023 18:24:52 GMT

Hi Katie,
They never rang me!!! But I tried it again this morning and after a while trying to charge it, it worked. I haven’t a clue what happened for it to shut down. The charger is fine as I charged my old phone and iPad with it. Fingers crossed it’s ok. I’m really, really disappointed with EE after all the years of loyalty to them. Thankyou for support.
Kind regards Theresa x

Sent from my iPhone

Re: Been on phone for nearly an hour regarding phone not working and they cut me off

Leanne_T — Mon, 06 Feb 2023 07:40:20 GMT

Hi @Biscuit1967

Thanks for coming back and letting us know.

If you do have any further problems, please come back to the community and we will certainly see what we can do to help.

Leanne.