topic Re: Almost impossible speaking to an operator in EE app and website

Almost impossible speaking to an operator

sgiles1 — Tue, 01 Aug 2023 09:10:15 GMT

The EE app requires significant improvement. You have buried the data gifting function and after wasting a lot of time finding it, it then crashed 50% of the time. EE have also taken away the ability for its customers to contact them by speaking to an advisor when things go wrong. When I renewed my contracts I made it clear I needed EE to add spend caps to all four phones because we were travelling abroad within days. My phone initially worked fine, but the next day it said I had no spend cap and the internet wouldn't work. I tried calling 151 and they send me a text message rather than allowing me to speak to an operator. Because I had no internet it was no help because the app didn't work. I had no way of getting hold of EE because I couldn't look-up google either to get advice. If EE want to keep my custom then please fix your apps and make it easier for me to speak to an operator when there is a problem.

Re: Almost impossible speaking to an operator

James_B — Tue, 01 Aug 2023 11:56:41 GMT

Hi @sgiles1,

Welcome to the EE Community. 🙂

Thanks for taking the time to share your feedback on using the updated EE app. I'll pass it on to the app team for you.

If you're still experiencing crashes, please delete and reinstall the app from your app store.

You can change your spend cap in the app by selecting Plans and subscriptions > Settings > Spend cap.

It's still possible to speak to an advisor on 150, just start with option two to skip the visual text service.

Hope this helps.

James

Re: Almost impossible speaking to an operator

Chris_B — Tue, 01 Aug 2023 13:03:56 GMT

@sgiles1 Gifting data is on the homepage you just scroll down to it and click the icon. It’s not buried away in the app at all

Re: Almost impossible speaking to an operator

sgiles1 — Tue, 01 Aug 2023 13:53:49 GMT

Thank for your reply. I must have a different App to you. I can not see any icon.