topic Online Chat Help in EE app and website

Online Chat Help

Doran_86 — Sat, 21 Sep 2024 09:08:53 GMT

Has anybody else had an issue with using online chat when trying to discuss billing? Such as wait time of 20min then not getting a response until the next day and the conversation being closed before you can reply? I've had over a week of this and still don't know if my issue was resolved. Tried calling and just end up on hold. It's like they don't want to discuss anything relating to cancellation....

Re: Online Chat Help

Christopher_G — Sat, 21 Sep 2024 11:51:38 GMT

Hi @Doran_86

Welcome to the community.

Are you trying to discuss a bill or cancel a contract? Are you accessing the live chat service through the EE App?

Chris

Re: Online Chat Help

Densmore123 — Sun, 22 Sep 2024 15:06:37 GMT

My internet not connecting

Re: Online Chat Help

Densmore123 — Sun, 22 Sep 2024 15:07:51 GMT

No internet not connecting to to and other devices

Re: Online Chat Help

Densmore123 — Sun, 22 Sep 2024 15:09:11 GMT

Not working

Re: Online Chat Help

Katie_B — Sun, 22 Sep 2024 17:09:01 GMT

Hi @Densmore123.

Welcome to the community.

Is it your Home Broadband not working or is it a 4G WiFi Device?

Have you tried switching your router off and on?

What colour are the lights on your router?

Speak soon,

Katie

Re: Online Chat Help

Doran_86 — Mon, 23 Sep 2024 12:05:56 GMT

Hi Chris,

Tried to get in touch regarding cancelling a contract, via app and by calling. The service while trying to do this has been terrible. Where some conversations are closed before I can reply and an estimated 20min turns into the next day etc.

Trying to raise formal complaints doesn't seem to get you anywhere either.

Paul

Re: Online Chat Help

Katie_B — Mon, 23 Sep 2024 12:51:38 GMT

Hello @Doran_86.

I am sorry to hear you are looking to cancel your contract and have not yet been able to.

The best way to speak with someone is by giving us a call.

Should you wish to make a complaint our customer care team can open a complaint on your account when calling or you can fill out our complaints form online.

Katie

Re: Online Chat Help

Allan74 — Mon, 23 Sep 2024 13:39:28 GMT

I need live chat but can’t find it’s regarding billing

Re: Online Chat Help

Katie_B — Mon, 23 Sep 2024 14:07:18 GMT

Hi @Allan74.

Are you looking to speak with the BT Broadband billing team or EE?

Katie