topic Re: Have EE been completely taken over by AI? in EE app and website

Have EE been completely taken over by AI?

HayWayne — Wed, 25 Oct 2023 08:32:43 GMT

Whenever I try and log in via a laptop, this is what I get.

Tried calling 150 this morning, and was given the option of face recognition as this was 'much quicker' to get to the right option - that also displayed an error screen.

Tried accessing via the app - logged in ok, but when trying to make contact if I click the 'call' option, I go round the same loop again, and when clicking the 'message' option I just get the dancing three dots of doom continually.

I used to sing EE's British-based customer service quality from the hills - but now I can't even seem to get through to anyone, human or English!

Re: Have EE been completely taken over by AI?

Christopher_G — Wed, 25 Oct 2023 10:34:01 GMT

Hi @HayWayne

Welcome to the community.

What happens when you try to call 150 without the face recognition option?

Chris

Re: Have EE been completely taken over by AI?

HayWayne — Wed, 25 Oct 2023 11:17:14 GMT

You then end up having to go through the options - none of which give you the option to talk to someone about accessing your account, they just go through the options to report a fault, or the products available.

Re: Have EE been completely taken over by AI?

Christopher_G — Wed, 25 Oct 2023 11:30:01 GMT

Did you select the report a fault option, @HayWayne?

Chris

Re: Have EE been completely taken over by AI?

HayWayne — Wed, 25 Oct 2023 12:26:34 GMT

I tried that - but again fobbed me off to a diagnostic 'bot' who tested the line, then suggested EE remotely refresh my router.

There's nothing wrong with my service, as I'm running several sites, and services through it without issue.

I simply can't log on to my EE account.

Re: Have EE been completely taken over by AI?

Christopher_G — Wed, 25 Oct 2023 14:51:28 GMT

Are you able to get through to someone by selecting customer service options, @HayWayne. There should be several ways to get through to speak to someone.

Chris

Re: Have EE been completely taken over by AI?

HayWayne — Wed, 25 Oct 2023 14:57:28 GMT

'Need to talk to someone? Press one and our new visual service will pre-verify you to save time, and makes picking the right option much simpler, otherwise it's two'

'Two' then goes through which of the EE products I'm calling about.

I'm not calling about any of the products - just can't login to my account online.

The visual service doesn't work either.

I've tried texting 'help' - which again only gives me options regarding the products - logging into my account isn't a product, so it's not clear which path to Narnia I should take...

Re: Have EE been completely taken over by AI?

Christopher_G — Wed, 25 Oct 2023 15:02:02 GMT

Which EE product do you have, @HayWayne? I think from your replies, it's Home Broadband. You'll then be given some more options to choose from.

Chris

Re: Have EE been completely taken over by AI?

HayWayne — Wed, 25 Oct 2023 16:31:45 GMT

I'm all EE - mobile, broadband. That's what's so frustrating.

Re: Have EE been completely taken over by AI?

Chris_B — Wed, 25 Oct 2023 16:49:41 GMT

@HayWayne just pick an option that allows to speak with customer services, then just tell them that you want your account resetting as you cannot log into it. But have you tried clearing your device history and cookies ?

Re: Have EE been completely taken over by AI?

HayWayne — Thu, 26 Oct 2023 21:38:43 GMT

Ended up (after trying several routes/options) speaking someone, who clearly wasn't English, and was unable to help.

He's 'looking into' it and will call me again tomorrow.

Frightening thing was that during the call one of the options he suggested was cancelling one of my accounts - the landline account that we don't use (other than for broadband...). I suggested he not cancel any of my accounts.

Honestly, worst case of customer service from EE that I've experienced in the 10+ years I've been a customer.

Re: Have EE been completely taken over by AI?

HayWayne — Fri, 27 Oct 2023 09:07:42 GMT

So just been on a 28 min call, and still unable to resolve the issue.

Unable to access my account on desktop, unable to access on my mobile app - even uninstalled, re-installed (off wifi - as suggested by caller), and the same issue continues.

They have 'raised a ticket' but closed this case.

Helpful? I'm inclined to say no.

Like I've said before, never have I had an issue with EE that hasn't been resolved over the phone. This is a first, and it's a peach.

Re: Have EE been completely taken over by AI?

Leanne_T — Fri, 27 Oct 2023 09:57:36 GMT

Hi @HayWayne

Thanks for coming back to us.

Which case has been closed?

If the team have raised a ticket to get looked into by the relevant team, once they have an update they will let you know.

Leanne.