topic Re: Is Live chat going to be permanently unavailable, from Dec 2023? in EE app and website

Is Live chat going to be permanently unavailable, from Dec 2023?

HollowayRoad — Sat, 30 Dec 2023 12:53:26 GMT

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

Schockwave — Sat, 30 Dec 2023 12:59:13 GMT

@HollowayRoad , it is available via the EE App, when someone is available and not answering phones.

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

Leanne_T — Sat, 30 Dec 2023 13:38:55 GMT

Hi @HollowayRoad

Thanks for coming to the community.

If chat is available for your account, this will show in the EE app within the Help section.

If you have a query please feel free to ask the community for support, or if account access is needed please call us or visit any EE Store.

Thanks 🙂

Leanne

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

dkuhfd — Fri, 05 Jan 2024 11:43:01 GMT

Hi Leanne

I cannot access the chat function anymore, it popped up while browsing PAYG handsets but the agent I spoke to told me that it is not possible to discuss upgrades or cancellations through Live chat anymore and I must call. I don't want to call, I want to have a transcript of the conversation so that I can refer back to, as I often feel overwhelmed by information when it is not written in front of me.

I am thinking now I would rather cancel but it sounds like I also have to do that over the phone now, is that correct?

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

Leanne_T — Fri, 05 Jan 2024 13:01:41 GMT

Hi @dkuhfd

If chat is available for your account this would show in the Help section of the EE app, this is for pay monthly accounts.

If you would like to discuss cancelling the contract you would need to call us on 150.

Leanne.

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

dkuhfd — Mon, 08 Jan 2024 09:48:05 GMT

Hi Leanne, thank you but it’s not there - why would it not be available to me? I have been a customer for 12 years and have always been able to access online chat until now.
Thanks

Sent from my iPhone

Re: Is Live chat going to be permanently unavailable, from Dec 2023?

Leanne_T — Mon, 08 Jan 2024 10:43:34 GMT

Hi @dkuhfd

If this is not showing for you and you have a personal pay monthly account, please call us on 150 and the team will get this looked into for you.

Leanne 🙂