topic Re: Non-Existent Chat Support in EE app and website

Non-Existent Chat Support

ramshackle — Thu, 05 Jan 2023 11:15:56 GMT

'Message Us', they say...

Why is it that a company whose fundamental existence is built upon the act of communication, cannot have a functional chat support system?

It's pretty embarrassing for a business as big as EE.

You go to the 'Contact Us' page and it has a whole section at the top entitled 'Message Us', which reads

"Message one of our experts online.

A 'Start conversation' button will appear in a few moments during opening hours

We're open 8am to 10.30pm every day."

Yet no such button EVER appears.

Re: Non-Existent Chat Support

Northerner — Thu, 05 Jan 2023 11:32:30 GMT

Hi @ramshackle

It's likely becase they are busy with other customers.

Try calling 150 and speaking to CS.

Thanks

Re: Non-Existent Chat Support

ramshackle — Thu, 05 Jan 2023 11:55:11 GMT

Hi, for reasons I can't go into here, I can only function on a typing basis (no voice) right now.

But the point really is that their system doesn't work.

As for busy with other customers, I've been trying for weeks, it never pops up.

Furthermore, a service that states it is available but just doesn't work, is worse than one that states they are too busy to deal with my query. At least I would know where I stand. This is just disfunctional.

But thanks for your response anyway.

Re: Non-Existent Chat Support

Schockwave — Thu, 05 Jan 2023 13:18:29 GMT

@ramshackle , have a look here, you can start a conversation with EE:

https://ee.co.uk/contact-ee/account-billing/mobile

See if that works.

Re: Non-Existent Chat Support

PhilM5 — Mon, 12 Jun 2023 18:19:37 GMT

Hey Ramshackle

Totally agree with you. There is so much information on their site that you do wonder if they have created lots of extra drivvle to deflect you from accessing what they 'say' they have. I can't find out how to message their 'online' experts.

I'm moving on from EE, having been with them for 20+ years (Orange originally) due to their lack of customer understanding and high costs.

All the best

Phil Martin

Re: Non-Existent Chat Support

PhilM5 — Mon, 12 Jun 2023 18:21:07 GMT

And where exactly is the start conversation button?!

Re: Non-Existent Chat Support

Leanne_T — Tue, 13 Jun 2023 06:38:28 GMT

Morning @PhilM5

Thanks for coming here.

Do you wish to contact us to let us know you are leaving?

If so, you would need to call us on 150 or 07953 966 150.

Thanks 🙂

Leann

Re: Non-Existent Chat Support

PhilM5 — Tue, 13 Jun 2023 16:42:34 GMT

It would be nice if someone could reply to my complaint of yesterday

Sent from Mail<> for Windows

Re: Non-Existent Chat Support

Christopher_G — Wed, 14 Jun 2023 06:47:03 GMT

Hi @PhilM5

If you have raised a complaint through our webform or customer services, someone will be in touch with you soon to discuss it.

Hope you manage to find a resolution.

Chris