topic Re: visual service is THE WORST STOP IT in EE app and website

visual service is THE WORST STOP IT

Sarge2 — Sat, 29 Apr 2023 16:56:08 GMT

the new visual service is driving me nuts if I go to the effort to pickup my phone to speak to someone its because I want to speak to someone because clearly the bots on the website and app are not getting the point

so why on earth EE would you think what I actually want is it be sent a link to go back to arguing with the bots?

here's the issue
I need to unlock my handset
Im already aware about the online system for doing so
ive already tried to use the online system
its reported its having a error on there side
so now I want to just call up and get this resolved

I don't want to get sent to the smug EE help bot who considers me to be a idiot and tries to send me back to the online unlocking form

because it turns out ITS NOT WORKING
but apparently via some magical selection of options I can speak to someone

SO WHY EE would you send me to a automated website to then go back into a call when you can just CONNECT ME WHERE I WANT TO GO

Re: visual service is THE WORST STOP IT

Sarge2 — Sat, 29 Apr 2023 16:58:09 GMT

GAAAAHHHHHHH
the system buged out then said no worries just call us and now I'm being routed back to the visual service

Re: visual service is THE WORST STOP IT

James_B — Sun, 30 Apr 2023 08:28:20 GMT

Hi @Sarge2,

Welcome to the EE Community. 🙂

Which error message are you seeing when trying to unlock your phone?

What type of phone is it?

James

Re: visual service is THE WORST STOP IT

jceebs — Wed, 31 May 2023 08:57:10 GMT

Utterly disastrous usual service. Keeps sending the same texts that offer no other option but to follow until you get stuck and need to start all over again. Have been with EE for 15 years, won't stay much longer unless they fix this nightmare.

Re: visual service is THE WORST STOP IT

jceebs — Wed, 31 May 2023 08:57:52 GMT

Meant Visual Service

Re: visual service is THE WORST STOP IT

Leanne_T — Wed, 31 May 2023 09:00:49 GMT

Hi @jceebs

Do you have a query we can help you with on the community?

Are you calling 150 and selecting option 2?

Leanne.

Re: visual service is THE WORST STOP IT

jceebs — Wed, 31 May 2023 09:05:52 GMT

I tried both. 150 simply sends me a text that ended up asking me to close
a window on my phone, which then ended the discussion. For option 2, I went
all the way to select that I want to leave EE (which was option 4 of that
selection), and it kept not recognising it

Re: visual service is THE WORST STOP IT

Leanne_T — Wed, 31 May 2023 09:08:46 GMT

Hi @jceebs

Please try calling 150, then option 2, option 1, option 4 then option 4. This has just worked for me.

Leanne.

Re: visual service is THE WORST STOP IT

jceebs — Wed, 31 May 2023 09:34:52 GMT

Worked this time. Not sure why it didn't before.

Re: visual service is THE WORST STOP IT

Leanne_T — Wed, 31 May 2023 09:45:40 GMT

Thanks for letting me know @jceebs

Leanne 🙂

Re: visual service is THE WORST STOP IT

Profile closed — Tue, 22 Aug 2023 12:52:59 GMT

I have to agree with this. One of my concerns is what if I'm calling because my internet has a fault? I need an internet connection to get help with my internet connection...

Concerned this new feature is a result of the BT partnership. This feels very much like the standard of service I expect from BT.

Re: visual service is THE WORST STOP IT

Chris_B — Tue, 22 Aug 2023 13:28:46 GMT

@Profile closed If you are calling then listen to the options given don’t just select the first option given. Seeing as BT took ownership of EE beginning 2015 anything since then could be claimed as since BT took ownership The question you might want to ask would this have happened if BT didn’t purchase EE. If you can answer that what are next week lottery numbers.

Re: visual service is THE WORST STOP IT

Profile closed — Tue, 22 Aug 2023 19:01:49 GMT

Thank you for your advice and informative response. I'm not sure why you assumed I "just select[ed] the first option given". I'm not really sure why you're criticizing my actions at all tbh.

There are two options only. The first option is if you need to speak with someone and the second option is for automated services. Selecting the first returns a message similar to "we've sent you a message" and ends the call. The message sends a link to follow. As these are the only two options I'm not sure which other to select. Perhaps you could expand your answer to include the correct actions to take?

My point was what if you can't follow the link and need to call somebody without internet access. Hopefully I've explained it in a way you can understand now.

Despite the merging or whatever it is I find the two companies operate quite differently but I'm sure I've made a mistake there too. Again thank you for correcting my opinion though.

Please accept my apologies I appear to have upset your pride somehow. I am sorry I upset you. I was trying to highlight a potential issue but clearly this community isn't about that.

Re: visual service is THE WORST STOP IT

Leanne_T — Wed, 23 Aug 2023 06:55:18 GMT

Hi @PhillThrottle

Thanks for coming here and leaving this feedback.

You can call us on 150, and select option 1, option 2 and then the query you are calling about to get to the right team 🙂

Our get in touch page also has a message us option when the team is available, you can select this option here - Mobile (ee.co.uk)

Leanne.

Re: visual service is THE WORST STOP IT

Kathm1 — Wed, 27 Nov 2024 16:51:47 GMT

It's so bad I think it might be a scam to get your details 😕

Re: visual service is THE WORST STOP IT

Chris_B — Wed, 27 Nov 2024 21:30:41 GMT

@Kathm1 Which of cause they don’t already have if you’re already a customer. And any one calling needs to actually listen to the options given instead of just going with the first option.

Re: visual service is THE WORST STOP IT

aitchis2127 — Wed, 19 Mar 2025 08:53:49 GMT

Been with ee for 25 years with 5 phones and my recent experiences with the EE new ‘visual service’ has made me start to think I might move on. Laughably surreally bad telephone menu designed specifically to stop you speaking to a person. The operators as always are brilliant when you speak to them (honestly you might not make it!). WHAT IS HAPPENIG TO EE!!!!!!!!!

Re: visual service is THE WORST STOP IT

Peter_W — Wed, 19 Mar 2025 10:58:16 GMT

Hi @aitchis2127.

Welcome to the Community!

With the visual service, this will sometimes take you through self serve options, but you should still be connected to someone when required.

Alternatively, you can also press 2 when you first connect to us, and it will bypass this and take you to the normal menu.

Peter