topic Re: Speaking to someone at ee in EE app and website

Speaking to someone at ee

Bionic69 — Wed, 03 May 2023 10:55:48 GMT

Hi can somebody help please I would like to speak to someone at ee please I tried phoning 150 I get sent a link via text to speak to someone then it says dial 150 omg I’ve already done that so I’m going round in circles why o why EE are you making things so difficult now ??? Can someone help so I can speak to a human at the other end of a phone please 🙏

Re: Speaking to someone at ee

EssexBoyEE — Wed, 03 May 2023 11:00:42 GMT

Ring EE CS on 0800 956 6000

Re: Speaking to someone at ee

XRaySpeX — Wed, 03 May 2023 11:20:17 GMT

@Bionic69 : Try calling CS on +44 800 956 6000 (option 2 > option 4) . That won't ask for an EE mobile no.

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 12:02:35 GMT

I agree that this new system is useless, and instead of getting to speak to someone after going through far too many menus, now it is even more impossible. Customers want to speak to a human being and all this digital banter is missing the point. This new system of communication is pants, just like their service update text service where EE send you messages many times a day saying that there is a problem in your area, or that it has now been fixed and to close your phone down and reopen it, which, as it does not specify where the problem is, seems it could be anywhere in the UK. They need to get common sense on board and stop playing silly games and learn to simply answer the phone on 150 and speak with us.

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 12:01:16 GMT

+44 800 079 8586 goes to exactly the same menu as dialling 150.

Re: Speaking to someone at ee

XRaySpeX — Sun, 16 Jul 2023 12:03:29 GMT

@hughmoz : I wasn't suggesting +44 800 079 8586.

Re: Speaking to someone at ee

bristolian — Sun, 16 Jul 2023 12:21:46 GMT

@hughmoz wrote:

just like their service update text service where EE send you messages many times a day saying that there is a problem in your area, or that it has now been fixed and to close your phone down and reopen it, which, as it does not specify where the problem is, seems it could be anywhere in the UK.

This sounds like you have registered for the "my places" function on the coverage tool. You can give upto 5 locations a name of your choosing, to get proactive updates of network issues.

https://coverage.ee.co.uk/coverage/ee and select "manage your saved locations"

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 12:35:39 GMT

I did and just checked this after wasting 20 minutes trying to speak to an agent, but as I say the service is simply incredibly badly run in terms of just being able to just speak to someone at EE. They need to hire some staff to answer the phones instead of constantly blowing their own trumpet about how great they are and not know how to communicate properly.

Re: Speaking to someone at ee

Leanne_T — Sun, 16 Jul 2023 14:04:56 GMT

Hi @hughmoz

I am sorry you have been unable to get in touch with us, you can find ways to contact us here.

Have you been able to remove the managed areas in the coverage checker?

Leanne.

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 14:20:13 GMT

Hi Leanne

As, I keep saying the communications in trying to talk to someone at EE are appalling. The original system of simply dialling 150 worked, and although EE clearly do not have enough staff to deal with your customer base at least it involved actually speaking to an agent.

This morning I have had 25 texts from EE trying to sort out a straightforward thing. This is purely because your text system of engagement is useless, repetitive and a waste of time. Customers do not have the time to be free labour for EE when EE are the problem. Instead of trying to get out of dealing with issues just answer the phone on 150 and sort out what needs sorting out.

I cannot believe the lack of common sense in EE’s management and the lack of integrity in just answering the phone, rather than posturing and hiding behind long-winded excuses with a digital system that is completely useless and time consuming.

Sent from my iPhone

Re: Speaking to someone at ee

Leanne_T — Sun, 16 Jul 2023 14:34:38 GMT

Thanks for the feedback @hughmoz

If you do wish to speak to us, can you try 150 again, and select option 2 > option 1 > option 2 > option 1 > option 1 > option 3 > continue to hold after the message stating a text has been sent then press option 9. The team will be happy to help when they are available.

Leanne.

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 14:52:04 GMT

Hi Lianne

Thanks for your answer to me by email, which reveals just how long-winded EE are in simply just answering the phone:

“If you do wish to speak to us, can you try 150 again, and select option 2 > option 1 > option 2 > option 1 > option 1 > option 3 > continue to hold after the message stating a text has been sent then press option 9. The team will be happy to help when they are available.”

I feel that this brilliantly illustrates my point that EE are reluctant to deal with simply answering the phone and need far more staff to do this. Customers are not free labour for EE. EE are dragging themselves and their customers into a swamp of self-created problems instead of running an effective administration.

EE do a lot of things well, however, dealing with queries, where customers wish to simply speak to an agent is an unnecessarily long-winded aspect of being an EE customer and needs to be addressed properly.

Re: Speaking to someone at ee

Leanne_T — Sun, 16 Jul 2023 14:59:01 GMT

You can also call 150 and select option 1, complete the form for which query you have and you will get a text message to arrange a call back if needed, so you are not waiting to get through to us @hughmoz

Leanne.

Re: Speaking to someone at ee

hughmoz — Sun, 16 Jul 2023 15:10:32 GMT

Again, why can’t EE just answer the phone instead of avoiding dealing with queries?