topic Re: No live chat option in EE app and website

No live chat option

Emma2105 — Thu, 29 Aug 2024 08:43:09 GMT

I don't seem to have a live chat option in the help section anymore? I'm a contract customer and I've used the option before? I've uninstalled and reinstalled the app, but still nothing but the call us option

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 13:58:02 GMT

Hey @Emma2105, welcome to the EE Community 😊

What was it you were looking to speak with us about?

We definitely offer the option for messaging in the help section of the app, but they're only able to assist with certain queries so this will depend.

Peter

Re: No live chat option

Emma2105 — Thu, 29 Aug 2024 14:05:34 GMT

It was just regarding an upgrade order that I'd just put through, there is no message/live chat option in my app that's all, just a call us button

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 15:15:32 GMT

Thanks @Emma2105.

Could you please send me over a screenshot of what you're seeing in the app?
I've just had a check of my own app and this is definitely giving me the messaging option near the top of the screen.

Peter

Re: No live chat option

Emma2105 — Thu, 29 Aug 2024 15:22:14 GMT

So this is all I'm seeing in the help section of the app

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 15:54:12 GMT

Thanks for sending those screenshots over @Emma2105

What model of phone are you using at the moment, and is this fully up to date?
Peter

Re: No live chat option

Emma2105 — Thu, 29 Aug 2024 16:03:04 GMT

I'm using my Samsung Galaxy S23 Ultra, I've just gone and checked for updates and I'm all up to date

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 16:14:40 GMT

Thanks @Emma2105, is it mobile, broadband, or both that you have with us?

Also can you see all of your account details and bills correctly when you log in?

Peter

Re: No live chat option

Emma2105 — Thu, 29 Aug 2024 16:17:32 GMT

I have both with you and everything else seems to be accurate and up to date

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 16:39:48 GMT

If that's all looking good, then I'd recommend giving our customer care team a call.

They'll be able to look into what's happening with your order, and also make sure everything is set up as it should be with your account, as this could be what's restricting the chat option.

Peter.

Re: No live chat option

Emma2105 — Thu, 29 Aug 2024 16:41:33 GMT

OK, will do thanks for your help

Re: No live chat option

Peter_W — Thu, 29 Aug 2024 18:19:55 GMT

Cheers @Emma2105

Let us know how you get on 😊

Peter