topic Re: EE mobile app under help section it no longer shows live chat in EE app and website

EE mobile app under help section it no longer shows live chat

Profile closed — Tue, 23 Apr 2024 00:58:09 GMT

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 07:08:48 GMT

Hi @Profile closed,

Welcome to the EE Community. 🙂

Is the live chat option showing this morning?

James

Re: EE mobile app under help section it no longer shows live chat

kirstyk2 — Tue, 23 Apr 2024 07:34:42 GMT

Online chat does not work - brings up 'Account login required' message even though already logged in through the app

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 09:17:30 GMT

Hi @kirstyk2,

Welcome to the EE Community. 🙂

Are you able to start a chat after logging in again?

James

Re: EE mobile app under help section it no longer shows live chat

Profile closed — Tue, 23 Apr 2024 09:29:14 GMT

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 10:35:49 GMT

Hi @Profile closed,

Which products do you currently have with EE?

James

Re: EE mobile app under help section it no longer shows live chat

kirstyk2 — Tue, 23 Apr 2024 10:38:52 GMT

the app doesn't actually allow you to log in again - at this point it just freezes and cannot continue

Re: EE mobile app under help section it no longer shows live chat

Profile closed — Tue, 23 Apr 2024 10:44:58 GMT

Hi,

I have home broadband and flex pay for mobile phone device

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 11:08:59 GMT

Hi @Profile closed,

Are you using a New EE Broadband plan or an older legacy plan?

James

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 11:09:27 GMT

Are you using the latest version of the app, @kirstyk2?

James

Re: EE mobile app under help section it no longer shows live chat

Profile closed — Tue, 23 Apr 2024 11:12:20 GMT

Yes and I reinstalled app etc only option on app says call us but not live chat

Re: EE mobile app under help section it no longer shows live chat

kirstyk2 — Tue, 23 Apr 2024 11:13:15 GMT

yes, checked the App Store and no updates pending.

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 11:36:46 GMT

Which products do you have with EE, @kirstyk2?

James

Re: EE mobile app under help section it no longer shows live chat

James_B — Tue, 23 Apr 2024 11:37:26 GMT

Is it a New EE broadband plan, or an older legacy plan, @Profile closed?

James

Re: EE mobile app under help section it no longer shows live chat

kirstyk2 — Tue, 23 Apr 2024 11:45:31 GMT

Sim only contract

Sent from my iPhone

Re: EE mobile app under help section it no longer shows live chat

Schockwave — Tue, 23 Apr 2024 13:09:58 GMT

@kirstyk2 , if you click on help at the bottom of the app, you should see message us and call us, is that there for you? I would have thought the message us would be the same as live chat, but since I have never used it cannot confirm it.

Re: EE mobile app under help section it no longer shows live chat

kirstyk2 — Tue, 23 Apr 2024 12:48:31 GMT

Thanks for that. Yes the ‘message us’ and ‘call us’ options are there, but when I click on to message it brings up a page to log in (although already logged in) which freezes the app everytime 😭

Sent from my iPhone

Re: EE mobile app under help section it no longer shows live chat

Christopher_G — Tue, 23 Apr 2024 16:16:03 GMT

I'm sorry to hear that this isn't working for you, @kirstyk2

I recommend speaking to our Mobile Care team on 150. They'll be able to help you with your query and look into why the app isn't working for you as it should.

Chris

Re: EE mobile app under help section it no longer shows live chat

Koolwaterstof — Wed, 24 Apr 2024 11:21:38 GMT

I'm also experiencing this issue. Tapping on "Message us" brings up a loading wheel for a while, after which a message appears saying "Account login required. Re-enter your login details, then try messaging again."

As soon as this message appears, the entire EE app becomes unresponsive and I have to close the app entirely.

iPhone 14 Pro, iOS 17.4.1, app version 5.35.0 (latest version currently available), SIM only plan.

I appreciate that I can call them, but that's not an acceptable alternative - not everyone has time to sit waiting for someone to answer a phone call. Live chat is far easier to get on with other things in the mean time.

Re: EE mobile app under help section it no longer shows live chat

Koolwaterstof — Wed, 24 Apr 2024 11:39:08 GMT

A quick update to the above for anyone else experiencing this issue - after signing out from the app and signing back in, I was able to use the live chat.