topic Re: What happened to live chat? in EE app and website

What happened to live chat?

Yax3 — Sat, 02 Dec 2023 15:39:13 GMT

I've been trying to access the "message us" option on the app for days but it's never available. What is going on? Last time I had to call EE I spent 40 minutes waiting for someone to become available... I don't want to be doing that every time I need to contact EE. Why remove the live chat channel anyway? It seems EE doesn't care about accessibility.

Re: What happened to live chat?

Yax3 — Sat, 02 Dec 2023 15:20:53 GMT

Is it ever online though? I've tried many time and the chat option is never there.

Re: What happened to live chat?

Yax3 — Sat, 02 Dec 2023 15:25:33 GMT

I also don't have the option to live chat on the app.

Re: What happened to live chat?

XRaySpeX — Sat, 02 Dec 2023 17:59:18 GMT

It's under the Help on the app.

Re: What happened to live chat?

Leanne_T — Sun, 03 Dec 2023 07:52:57 GMT

Hi @Yax3

Thanks for coming to the community.

Do you have a query we can help you with?

If chat is 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: What happened to live chat?

Yax3 — Sun, 03 Dec 2023 08:38:02 GMT

By what I've seen chat should be available for my account.

I need to unlink an account from one email address to link it to another email address.

I had a broadband contract under my name but it has ended and when signing up for a new contract (under my partner's name) I tried to sign in with our existing EE account to complete the purchase but it kept returning an error so I had to create a new EE account with another email to complete the purchase and now I can't link the new broadband account to the EE account that has our phone contract (which is also under my partner's name). Would that be something you can help me with?

Re: What happened to live chat?

Leanne_T — Sun, 03 Dec 2023 10:48:53 GMT

Hi @Yax3

Thanks for coming back to me.

To get this looked into the account holder would need to call us and the team will be happy to help.

Leanne 🙂