topic Re: Live chat in EE app and website

Live chat

Profile closed — Thu, 16 Nov 2023 11:30:01 GMT

where’s the live chat gone from the account when you go contact us it only gives me “call us” can someone explain to where it’s gone all of sudden as I need to speak to someone.

Re: Live chat

Katie_B — Thu, 16 Nov 2023 14:07:43 GMT

Hi @Profile closed.

You can speak with our live chat team by logging in to your EE App. Please select 'Help' on the tab at the bottom, you will then see the option to message us.

Katie

Re: Live chat

Profile closed — Thu, 16 Nov 2023 14:19:58 GMT

It doesn’t give me that option at all, it doesn’t seem to appear at all anymore, Has it gone completely then?

Re: Live chat

Katie_B — Thu, 16 Nov 2023 14:22:20 GMT

Hi @Profile closed.

The option to speak with chat has moved from the contact us page to the 'Help' section of the EE app.

What version of the app do you currently have?

Katie

Re: Live chat

Profile closed — Thu, 16 Nov 2023 15:17:46 GMT

My app has been updated always does but when I go to the help page it doesn’t give me the chat option at all this what I get ⬇️…

Re: Live chat

Katie_B — Thu, 16 Nov 2023 15:33:31 GMT

Thanks for providing a screenshot @Profile closed.

Are you able to view bills in your EE account OK?

Is your account a consumer or business account?

Katie

Re: Live chat

Profile closed — Thu, 16 Nov 2023 15:54:18 GMT

Yeah I can see my bills and that but just that one problem that’s all and consumer

Re: Live chat

Katie_B — Thu, 16 Nov 2023 15:57:08 GMT

Thanks for confirming @Profile closed.

Are you abroad at the moment or connected to VPN?

Katie

Re: Live chat

Profile closed — Thu, 16 Nov 2023 16:12:04 GMT

No non of those sorry, I’m just a customer that’s trying to get through to services so I can talk to someone about something that’s all, sorry for the confusion

Re: Live chat

Katie_B — Thu, 16 Nov 2023 17:33:34 GMT

Hi @Profile closed.

I am just checking that there is nothing stopping the 'Message us' option to be available.

If this is not showing I'd recommend giving us a call so our customer care team can look further into this for you.

Katie

Re: Live chat

Profile closed — Thu, 16 Nov 2023 17:53:45 GMT

Just seems odd how it doesn’t show at all, As like i said before I need to speak to someone about my account, but I’ll try and call tomorrow and see what they can do or say. Thankyou

Re: Live chat

Lilac8 — Thu, 16 Nov 2023 19:26:41 GMT

I want to know the same thing? I only have the option to call which isn’t possible. I can’t find where I can select online chat anywhere either????

Re: Live chat

Lilac8 — Thu, 16 Nov 2023 19:28:00 GMT

I can’t find the option either. Only offers me to call.

have searched help page!

Re: Live chat

Lilac8 — Thu, 16 Nov 2023 19:29:38 GMT

Exactly the same. Why can’t we find or use online chat anymore?

Re: Live chat

UkzVortex — Thu, 16 Nov 2023 19:37:22 GMT

Live chat gone from app and website full stop it "call us"

Re: Live chat

Leanne_T — Fri, 17 Nov 2023 10:27:10 GMT

Morning @Lilac8 @UkzVortex @mark19705

If available for your account, you should be able to access the Message us option through the help section of the EE app, or find our other contact information here.

Leanne.

Re: Live chat

Profile closed — Fri, 17 Nov 2023 10:31:10 GMT

It doesn’t give us the option at all for the “message us” through the app or anything just “call us” I said this yesterday when I asked about it. other information doesn’t give us anything either just takes us round in circles.

Re: Live chat

lee3077 — Fri, 17 Nov 2023 10:38:34 GMT

yes its disappeared off the website as well. is that correct EE

Re: Live chat

Leanne_T — Fri, 17 Nov 2023 10:39:53 GMT

In this case, you would need to call us from any phone and can find all contact details here - Contact EE @Profile closed

Leanne.

Re: Live chat

mark19705 — Fri, 17 Nov 2023 10:48:27 GMT

Angee11,

on the EE app downloaded from Google Play, look for the 'help' button on the bottom of the main screen, it takes you to a page with the 'message us' tab, at least it did for me

good luck,

Mark