topic Re: impossible to get through to live chat in EE app and website

impossible to get through to live chat

Smack2 — Wed, 08 Nov 2023 09:16:13 GMT

Why is always impossible to get live chat open?

Re: impossible to get through to live chat

Christopher_G — Wed, 08 Nov 2023 11:37:30 GMT

Welcome to the community.

Have you tried the 'message us' option under the 'help' section of your EE App? The chat team there can help you with account and bill queries for contract accounts.

Chris

Re: impossible to get through to live chat

Smack2 — Wed, 08 Nov 2023 12:20:22 GMT

yes, I have tried it every 10 minutes, for many days. The chat option, never appears!

Re: impossible to get through to live chat

Christopher_G — Wed, 08 Nov 2023 12:36:57 GMT

Is this through the EE App on your phone, @Smack2? There isn't a chat service on our contact us page at the moment.

Chris

Re: impossible to get through to live chat

draculajane — Sat, 11 Nov 2023 13:01:34 GMT

I am so glad I saw this thread! I was about to join EE as currently with V******e, but having read the poor communication from EE ( from a communication company) I will stay with "the devil I know"

I am stunned that there is no online chat, I have been waiting on facebook messenge fot the past 20 minutes.

Re: impossible to get through to live chat

James_B — Sat, 11 Nov 2023 13:05:16 GMT

Hi @draculajane,

EE customers can connect with our chat team direct from the EE app.

Is there anything we can help you with in the community?

James

Re: impossible to get through to live chat

draculajane — Sat, 11 Nov 2023 13:25:44 GMT

Thanks James...

No much point in me getting the EE app, when the general communication seems pretty poor, looking through various conversations.

I appreciate your reply

Re: impossible to get through to live chat

Smack2 — Mon, 13 Nov 2023 12:59:00 GMT

the online chat has been removed from the webpage. The "chat" you mention through the app, is next to useless. Its an auto bot initially and now i have been put in a queue where I am told the wait time is around 2 Hours! Its just simply dreadful service!

Re: impossible to get through to live chat

Nezzie42 — Tue, 12 Dec 2023 13:25:34 GMT

Your online chat service simply doesn't work. First after several rounds of the bot not understanding your question you get told an adviser will respond in approx 30 mins. After a while of nothing you get a reply saying you're busier than usual and will get a reply in approx 2hrs. Then eventually a reply comes telling you who they are and that they will be helping but dont respond in any way shape or form to the question you've already wrote. Without any further replies adding to them introducing themselves they end the chat conversation as resolved and ask you to rate their help. Thinking I missed a reply I quickly look at the conversation again and see that they didnt actually reply and doing this removes the survey so you cant even rate the non existent help. I have been trying to use chat since November and still got nowhere

Re: impossible to get through to live chat

Katie_B — Tue, 12 Dec 2023 14:50:40 GMT

Hello @Nezzie42.

Welcome to the community.

I am sorry to hear this has happened when trying to connect to our Live Chat team.

When the agent has introduced themselves did you reply to this or was your question posted before the agent connected with you?

Katie