topic Re: problem chat in EE app and website

problem chat

mariuszten — Tue, 07 Nov 2023 13:04:14 GMT

when do you have your chat open because I've been writing for 3 days that it's closed, it's a joke, no communication with you

Re: problem chat

Chris_B — Tue, 07 Nov 2023 13:23:26 GMT

@mariuszten Are you a contract or pay go customer ? Because Live chat is only available to contract customers. To live chat you also have to wait for an agent to be free to chat. You cannot initiate this yourself.

Re: problem chat

mariuszten — Tue, 07 Nov 2023 13:27:56 GMT

I have been in contact with you for 3 years and now what is happening is a joke. How can I contact you other than by phone and in person?

Re: problem chat

Chris_B — Tue, 07 Nov 2023 13:58:42 GMT

@mariuszten to use live chat log into your online account and wait for a live chat window to pop up. Or call customer services on 150 from your device,

Re: problem chat

SquigzJC — Thu, 09 Nov 2023 12:26:03 GMT

lad this insane init the bloke that bouth it has change somthing that donset need to be changed ee had amazing customer servise now dog **bleep**

Re: problem chat

Christopher_G — Thu, 09 Nov 2023 14:47:01 GMT

Hi @SquigzJC

Welcome to the community.

The live chat service is available still through the EE App under the 'help' section.

Chris

Re: problem chat

SquigzJC — Fri, 10 Nov 2023 09:06:16 GMT

ok why can't i do this on the web i don't have a phone I'm waiting for the replacement all want is to ask wheres my phone I've already been in store cuz i got the appointment with the live chat help me now

Re: problem chat

Christopher_G — Fri, 10 Nov 2023 11:51:42 GMT

Hi @SquigzJC

The live chat service is through the EE App. You an find our other contact methods on the contact us page.

Chris

Re: problem chat

EEfan2591EE — Wed, 29 Nov 2023 16:19:07 GMT

Two, three weeks ago I did live chat with EE agent from abroad on my laptop. Now I am in UK and can't do the same on my laptop from my EE account, no option "Start Conversation" there as before.

I tried live chat on EE app but been told there are different chat platforms on app and web. That is why app agent can't see my previous conversation on the web chats.

I know other contact options, by phone... but I prefer contacting by text chat as proof of what we talked, I mean record of conversation...

Why now there is no live chat on the web platform?

Re: problem chat

James_B — Wed, 29 Nov 2023 17:36:46 GMT

Hi @EEfan2591EE,

Although the live chat service has been integrated into the EE app, it is still the same team you'll be talking to.

Any member of our Customer Care Team can access your chat history if it is required.

Hope this helps.

James

Re: problem chat

EEfan2591EE — Wed, 29 Nov 2023 18:46:57 GMT

Thanks for reply.

Are you sure, because on app chat they told me to send screen shot of my previous conversation to

...

I did it but what to expect?

[Mod edit: Please do not post employee's email addresses in this public forum. Thanks]

Re: problem chat

James_B — Wed, 29 Nov 2023 18:54:15 GMT

That's right, @EEfan2591EE

If you have any questions specifically related to your active account query, I'd recommend reaching out to the EE Guide who has shared their contact details with you.

They'll be happy to help. 🙂

James

Re: problem chat

EEfan2591EE — Wed, 29 Nov 2023 21:35:50 GMT

Web chat was much easier and straightforward... Never happened to end conversation before both of us say Bye...

I spent hours trying to do app chat..., no success. A lot of time waiting somebody to answer, then unexpectedly disappears and automated messages saying will redirect to another agent and of coarse they are very busy and will get in touch when possible... and wait, wait and nothing...few times...2-3 hours.

So how to follow your advice, how to get/find EE Guide?

Re: problem chat

Christopher_G — Thu, 30 Nov 2023 15:41:11 GMT

Thanks for the feedback, @EEfan2591EE

If you're having problems with the chat service, it may be worth deleting and redownloading the app. If you still have a problem, you may need to contact us using a different method.

Chris

Re: problem chat

EEfan2591EE — Thu, 30 Nov 2023 17:10:23 GMT

Hi. I use the app for years just to check my account.

Now for three days I am trying to do app chat because web chat is not available. (why they stopped better working service? )

For now, for me, app chat is completely useless...

Today again.. after long time opened chat waiting, somebody appears saying- Hi let me 2 min. to check your account...OK... I see, just to check previous conversation... OK... ,after long waiting, appears another agent, saying similar... and so on few times... Finally connection lost... trying to open again and endless, on the screen three green dots running/spinning for very long time... and I give up for the day...

Another thing- I can see agent's name just until he typing. After he disappears I can see just time/chat, but no name...

I mentioned I don't want to use other contact methods, because I would like to keep chat history...

So, if I reinstall and install the app, will I lose all previous chats?

Re: problem chat

James_B — Thu, 30 Nov 2023 17:35:11 GMT

Hi @EEfan2591EE,

In my earlier message I was referring to contacting the EE Guide that you are email contact with. They may be best placed to help you if they are already dealing with your enquiry.

Reinstalling the EE app wouldn't delete any previous chat history retained by EE.

James

Re: problem chat

EEfan2591EE — Thu, 30 Nov 2023 18:54:17 GMT

Thasnks.

I didn't understand, is EE Guide connected to email I mentioned?

I said, I already sent message to that email but still no respond/communication...

Re: problem chat

James_B — Thu, 30 Nov 2023 19:00:33 GMT

When did you send them an email @EEfan2591EE?

What sort of enquiry was it? (Some processes can take slightly longer than others)

James

Re: problem chat

EEfan2591EE — Thu, 30 Nov 2023 19:36:29 GMT

I think I sent it Monday or Tuesday...

I am very old EE customer... last two months been abroad...Never had roaming problems it was free. I had just 1GB mob. data and usually is very enough, but decided to ask (web chat) a bit more, just in case. They gave me more but didn't tell me that is new plan, not upgrade to my old one... At the end of billing... big extra charge... Contacted EE again they promised will remove extra charge and will give me free roaming as before. Finally again big extra charge...which means no promised changes been done...

I am trying to show all my old conversation in web chat (mentioned above), but here in app chat no success...

Here is part of conversation:

I have gone through your account details and observed that your plan starts before Before 7 July 2021 so you can use your allowances like home in EU countries free of cost.

I can see that your plan got changed on 14 Sep 2023 which makes your new contract starts from 14 Sep 2023, that is why, you are supposed to be charged 2.29GBP per day using your allowances in EU countries.
I have tried to reverse your plan to your old plan so that you can use the allowances free of cost in EU countries like before. However, the old plan is no longer existing.
Be rest assured, I am going to contact right away to my manager and I will try to make your roaming services for EU countries free of cost so that you will be able to use your allowances free of cost on your new plan on all EU countries and we will close the complaint.
A...
- 18:05
OK. If that happens I will be very happy... How to get the final result of your help?
You
- 18:08
I will send you a confirmation text so that you will have a proof as well.
A...
- 18:09
Thank you very much!
You
- 18:09
You are welcome. Please stay connected so that I can contact my manager and request them to get it done.
I will surely fulfil my promise to you. I will not take much time of you.
A...
- 18:10
OK, I am here...
You
- 18:11
I would like to inform you that I have successfully added ROAM in EU on your new plan which will allow you to use your allowances free of cost in EU countries.

You will not be charged for using your allowances in EU countries from today.
Let me check how much you got billed for using your allowances in EU so that I can assist you with the bill as well.
A...
- 18:18
You mean, you will remove extra bill accumulated till now?
You
- 18:20

.........................

After that I trusted and didn't check my account for extra charges until I got £50+ taken from my bank account and when came back to UK a week ago, I started to contact again EE...

That's all in short...

Re: problem chat

Christopher_G — Fri, 01 Dec 2023 14:52:43 GMT

Thanks @EEfan2591EE

I recommend giving us a call on 150 so that out Customer Care team can investigate this for you.

Chris