topic Re: I can see lots of questions but no answers. Does anyone get helpful answers and? in EE app and website

I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 12:19:40 GMT

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

Northerner — Sun, 27 Oct 2024 12:36:27 GMT

Hi @jan-k

What question do you have?

Thanks

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

bristolian — Sun, 27 Oct 2024 12:48:44 GMT

You've also put your question in the subject line of the post and left the actual body empty. Use the "reply" function to type your query.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 13:27:12 GMT

sorry, new to this forum.my question is, does EE answer the problems of customers on here, or are other customers supposed to supply the answer. I have had no success in speaking to a real human being on 150 - they do not “ ring back in 15 minutes” just send a text saying there was no reply - the phone was with me all the time, and I checked it was ringing by using my landline - or Facebook messaging which just refers you back to 150. I am becoming very frustrated and will be cancelling both the mobile and my BT landline as soon as I am legally able if they don’t up their game in respect of customer service. Been with them years and never known it. A huge communications company with whom customers cannot communicate? Ridiculous, Thanks for reading my whinge 🥴

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

Linzi_H — Sun, 27 Oct 2024 15:37:13 GMT

Hi @jan-k

I know it's really frustrating having to wait on hold to 150 during busy periods. Usually when selecting option 1, our team will arrange a callback and I'm so sorry this hasn't been the case.

We don't have access to your account here (so please don't provide any personal details), but we do our best to answer all queries or direct to the right area for further support.

Do you want to let us know a little bit more about what's happening?

Linzi

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

XRaySpeX — Sun, 27 Oct 2024 19:35:36 GMT

This is a user discussion forum where fellow users try to help & advise others. Is there something we can help you with?

EE is not responsible for your BT landline.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 19:54:31 GMT

Earlier this year I was getting some disgusting spam emails on my bt internet address, A nice lady from BT helped me set up a new email address. I gave everyone I could think of the new info, but forgot to pass it to EE, I only got this phone last December but had used previous, not a smart phone for over 16 years. Phone and text only. When I realised decided to update app which was set up in shop, I think, but couldn’t remember password, tried changing but wouldn’t work so decided to uninstall and reinstall. On iPad. That worked, but the account will not now link so pretty pointless really. It wants me to log in on the account as it was and if I can’t remember the password then obviously I can’t do that. So, tried ringing 150 and could not get to speak to anyone. Eventually I managed on my landline and 150 and a BT chap tried to sort it out for me, very kind but whatever he did - it didn’t work. I am in my 70s and, compared with a lot of people in my age group, fairly comfortable with tech but these are not user friendly. I pay a lot out of my pension for my phone, broadband and landline and a little bit of help would go a long way. There is a Facebook group dedicated to complaints about your customer service. Enough said?

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

XRaySpeX — Sun, 27 Oct 2024 20:02:23 GMT

@jan-k : There is a forgot your password? on the login page of your online MyEE.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 20:03:14 GMT

The reason I got into all this was because I had a spam email purporting to be from EE saying my last payment had not gone through. I checked with Bank and it had, I sent a copy of the email to the phishing email for EE customers and to the Government one but decided at had better change my password- and that’s when it all went wrong, Also I would mention that when I called 150 BT on landline a number to press for an EE option came up.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 20:11:14 GMT

as I said, I tried using that but for some reason it failed to work. I admit that I did get so stressed I was getting confused and in retrospect deciding to uninstall and reinstall was a bad idea. There is no way back to the old account settings and I just would like to link the app with the new settings, same phone number, same account number just new email address and password.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

XRaySpeX — Sun, 27 Oct 2024 20:13:30 GMT

Funny! My BT landline calling 150 gets "Welcome to BT". Who's your BB with?

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 20:32:25 GMT

X-Ray specs - re. Ringing BT 150 on BT land line. after the speech it gives you 5 options. Just tried it again. Option 3 is for mobile. Push that and you get more options. Option 3 or 4 at this time of night ( didn’t try them all) thanks you for calling EE. And I remembered when I started out trying to change my password they said they had sent the link by email. Unfortunately that seems to have gone to the deactivated email address. I shut that address down, to be blunt because, as an age 70+ widow who was married happily with a family for 44 years before my dear husband died, I did not appreciate wasting my time on a daily basis blocking, forwarding to phishing.gov.uk, and then deleting dozens of pictures of half **bleep** young women claiming to be of Eastern European origin and wanting to befriend me. I know a lot of people treat it as a nuisance and a joke but I got really fed up with it. My landline account is a BT account. I do not know what you mean by “BB”.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

XRaySpeX — Sun, 27 Oct 2024 20:46:20 GMT

BB = Broardband.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 20:53:20 GMT

yes, I have broadband from too.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

bristolian — Sun, 27 Oct 2024 20:53:59 GMT

@jan-k wrote:

There is a Facebook group dedicated to complaints about your customer service. Enough said?

I suspect the same will be true of most large companies in the UK.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

XRaySpeX — Sun, 27 Oct 2024 21:37:51 GMT

BB from both BT & EE?

Re: Calling 150 on BT landline: It's probably the Mobile &/or TV that redirects to EE. Haven't they both been completely hived off to EE?

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k — Sun, 27 Oct 2024 23:00:41 GMT

There are comprehensive answers to that question on Google, EE is a brand of BT consumer a division of BT Group. It says.

Re: I can see lots of questions but no answers. Does anyone get helpful answers and?

Matt_124 — Sun, 27 Oct 2024 23:25:07 GMT

When you call 150 from your landline that is going to BT customer services, who are technically separate from EE who manage your mobile account. The mobile option on BT Customer Services is for the old BT Mobile service that has been discontinued and they would be unlikely to be able to help with your EE Account.

As much as BT and EE are part of the same group of companies, they are technically separate as BT PLC and EE LTD. Kind of like Sainsbury's and Argos but with a lot of crossover between the two.