topic Re: Start button not working (message EE) in EE app and website

Start button not working (message EE)

anjasola — Sat, 19 Nov 2022 09:56:18 GMT

For various reasons I want to chat with EE rather than call.

I am a pay monthly customer and have been trying to chat with EE for over a week, every time I try to message the 'start button' does not appear. Very frustrating.

Have EE stopped this service?

Re: Start button not working (message EE)

Chris_B — Sat, 19 Nov 2022 09:58:58 GMT

@anjasola live chat is still available. The problem you’ve got is the live chat agents are also the agents taking phone calls and if they’re taking phone calls unfortunately you’ll have to wait a little bit longer for live chat.

Re: Start button not working (message EE)

grsdev — Sat, 19 Nov 2022 10:01:40 GMT

Chris, the point being made is that the button to start a live chat never even appears. It's not about waiting for someone once the chat is initiated. I don't think I've seen that possibility for months now and it's nothing to do with ad blockers etc. I dectivated mine just to make sure that wasn't the issue.

Re: Start button not working (message EE)

anjasola — Sat, 19 Nov 2022 11:00:09 GMT

I'm a patient person but the start button never appears, perhaps EE should have a dedicated team to deal with messages.

Re: Start button not working (message EE)

James_B — Sat, 19 Nov 2022 13:25:16 GMT

Hi @anjasola,

I've double checked, and the start conversation button is appearing as normal at ee.co.uk/contact-ee/account-billing/mobile.

Are you outside of the UK or using a VPN?

James

Re: Start button not working (message EE)

grsdev — Sat, 19 Nov 2022 13:41:59 GMT

It doesn't here.

I'm on a 4G EE connection with no VPN in use.

Does this feature require 3rd party cookies by any chance? If so, that is a privacy issue that EE needs to sort.

Re: Start button not working (message EE)

anjasola — Sat, 19 Nov 2022 14:23:16 GMT

UK no VPN, tried on various devices over the last 7 days or so start button never appears

#frustrating

Re: Start button not working (message EE)

James_B — Sat, 19 Nov 2022 15:28:13 GMT

Hi @grsdev,

Sorry, I don't have any technical information on our Live Chat service.

James

Re: Start button not working (message EE)

James_B — Sat, 19 Nov 2022 15:29:15 GMT

Hi @anjasola,

Which options are you selecting from the contact us page?

James

Re: Start button not working (message EE)

anjasola — Sat, 19 Nov 2022 15:51:21 GMT

Account and billing (mobile phone)

Re: Start button not working (message EE)

James_B — Sat, 19 Nov 2022 16:04:55 GMT

Thanks for confirming @anjasola

I've double checked that option, and the start conversation button is showing at my end.

Please get in touch with Technical Support who can take some details and raise a support ticket for you.

James

Re: Start button not working (message EE)

anjasola — Sat, 19 Nov 2022 16:21:38 GMT

Technical Support button says messaging service unavailable apologies

Re: Start button not working (message EE)

James_B — Sun, 20 Nov 2022 09:52:23 GMT

Hi @anjasola,

Yes, our Technical Support Chat is currently unavailable. For technical issues, please dial 150 from your EE phone or 0800 956 6000 from another provider.

Thanks

James

Re: Start button not working (message EE)

anjasola — Mon, 21 Nov 2022 07:21:45 GMT

As per post #1 for various reasons I wanted to message EE.

Disappointed and unfortunately have made a decision without EE's input.

Thanks to all people who contributed to this thread.

Re: Start button not working (message EE)

manc_mikeh — Fri, 24 Feb 2023 10:32:59 GMT

Apologies, coming to this so late but I'm keen to ensure that the button always shows when it should - it is my job! - can you share browser/OS etc. Trying to see if any commonalities or something we've missed in testing.

Thanks

Mike