topic Re: EE help contact numbers not working. Chat line not available either?? in EE app and website

EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 14:35:56 GMT

None of the EE customer help numbers are working. Been trying for an hour. The ‘bot’ Charlene doesn’t seem to be active either. What’s going on? I need to speak to someone at EE! When I call, after hearing the message “welcome to EE the best UK network for the past 9,5 years, press 1 if you want to speak to someone and to be quickly directed to someone, press 2 for other,” I press 1 and it says ‘sorry i didn’t get that pls try again’ and press 1 again, and same message on a loop several times, then ‘sorry we aren’t able to help at this time’ and disconnects the call. Tried the website and APP and no luck there either. It says not available at this time, or it just doesn't show under it’s own heading. What on earth is going on with EE? Never EVER had this problem before.

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 14:57:31 GMT

None of the EE customer help numbers are working. Been trying for an hour. The ‘bot’ chatline doesn’t seem to be active either. What’s going on? I need to speak to someone at EE! When I call, after hearing the message “welcome to EE the best UK network for the past 9,5 years, press 1 if you want to speak to someone and to be quickly directed to someone, press 2 for other,” I press 1 and it says ‘sorry i didn’t get that pls try again’ and press 1 again, and same message on a loop several times, then ‘sorry we aren’t able to help at this time’ and disconnects the call. Tried the website and APP and no luck there either. It says not available at this time, or it just doesn't show under it’s own heading. What on earth is going on with EE? Never EVER had this problem before.

Re: EE help contact numbers not working. Chat line not available either??

Chris_B — Thu, 04 May 2023 15:08:33 GMT

@MTW44 dial 150 and then just select option 2 at the start.

Re: EE help contact numbers not working. Chat line not available either??

Katie_B — Thu, 04 May 2023 15:20:43 GMT

Hello @MTW44.

Welcome to the community.

I am sorry to hear this is happening.

Have you tried selecting option 2 and avoid using the visual service?

I have test called 150 and can successfully get through.

Speak soon,

Katie

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 16:16:29 GMT

Hi, thanks. Yes, I tried option 2 and it takes me to the same automated message loop. I am calling from abroad but I never had any issues before. I don’t get it. And the online help chat line doesn’t seem to be available either?ThanksMarina

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 16:16:48 GMT

I did thanks. Same automated loop.

Re: EE help contact numbers not working. Chat line not available either??

Katie_B — Thu, 04 May 2023 16:26:35 GMT

Thanks for getting back to me @MTW44.

Are you calling the new international number which is +44 7953966250?

Katie 🙂

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 16:41:30 GMT

Yes, that was one of the numbers I tried. I also tried texting HELP to 150, calling 150 and +44 7953 966150, and the ‘calling from abroad’ +44 7953966350(14807939720#) which supposedly directs you to a person but same auto loop. It is so frustrating. I need to change my plan and I am unable to do it online or over the phone or text.

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 16:49:34 GMT

Yes, I called +44 7953966250, +44 7953966150, 150, and the ‘call from outside the UK’ +44 7953966350,14807939720# which supposedly connects you directly to a person but it was just the same auto message loop. I also tried texting HELP to 150 which directed me online and showed me above numbers and online chat (also not working). It is so frustrating. I need to change my plan to something more specific to my needs and I cant get a hold of anyone at EE.

Re: EE help contact numbers not working. Chat line not available either??

Chris_B — Thu, 04 May 2023 20:10:53 GMT

@MTW44 Just to point out you can only increase your tariff allowance if you’re not due an upgrade you can not lower it if that’s what you’re thinking.

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Thu, 04 May 2023 21:04:59 GMT

Hi. Thanks. I am way overdue for an upgrade - my account says so. I have a family monthly plan including roaming and need to remove users back to single user. Strangely enough, now I am unable to log in into the community forum when it was a couple hours ago. So, I’m having to reply directly via email. It accepts my username but freezes once I click next, after typing the (yes, correct) password. I’m giving up for now. I’ll try calling EE again in a week or so. Hopefully, whatever this glitch is will sort itself out. Thank you, all, for your feedback and assistance.

Re: EE help contact numbers not working. Chat line not available either??

Leanne_T — Fri, 05 May 2023 06:34:10 GMT

Hi @MTW44

I am sorry to hear this, are you calling using an EE phone?

Could you try restarting the phone and try and call us again, selecting option 2.

Leanne.

Re: EE help contact numbers not working. Chat line not available either??

MTW44 — Sat, 06 May 2023 01:05:18 GMT

Thank you. I was calling EE from my EE mobile number, yes, and I did try several times selecting option 2 and it always took me around the same automated loop ultimately saying ‘I’m sorry we were unable to help you at this time’ and promptly disconnect the call. As I said in a previous message I will try again in a week or so hoping the glitch will sort itself out. I really hope it does. I need to sort out my plan so I hope to get a hold of someone at EE. Fingers crossed 🙂

Re: EE help contact numbers not working. Chat line not available either??

Christopher_G — Sat, 06 May 2023 07:14:53 GMT

I'm really not sure why this is happening, @MTW44

Are you able to try calling from another phone?

Chris

Re: EE help contact numbers not working. Chat line not available either??

Plantos005 — Wed, 17 May 2023 16:55:22 GMT

Why EE not showing a chat-on-line function? Discriminate against deaf people now are they ?

Re: EE help contact numbers not working. Chat line not available either??

James_B — Wed, 17 May 2023 17:32:11 GMT

Hi @Plantos005,

Welcome to the EE Community. 🙂

You can chat with Customer Care online at ee.co.uk/contact-ee.

For more contact methods for those with a hearing impairment, please see Hearing support.

Hope this helps.

James

Re: EE help contact numbers not working. Chat line not available either??

Plantos005 — Wed, 17 May 2023 18:35:04 GMT

I don't use relay services as I don't like it. Before, I chat with their function and now, it gone !!!

Re: EE help contact numbers not working. Chat line not available either??

Christopher_G — Thu, 18 May 2023 06:55:31 GMT

Which chat function were you using and what were you looking to discuss, @Plantos005?

Chris