topic Re: Anyone else find they they CANNOT COMMUNICATE with EE?? in EE app and website

Anyone else find they they CANNOT COMMUNICATE with EE??

Ahiorns — Sun, 20 Oct 2024 13:41:25 GMT

Hi all, I've been trying to communicate with EE via the chat function on the app or on the website for weeks now, but I invariably get a wait time which is many hours long, and again invariably, I end up getting no response whatsoever and have to start a new chat when the old one times out.

I'm now on hold to EE on the 150 number and have been for over half an hour.

I can't message through X as that's an automated response directing me to the above two forms of comms which are utterly useless. Do EE customer support even exist anymore??

No question I am leaving at end of the contract. It's a total shambles and the WORST service I've ever received.

What is everyone else's experience like?

Thanks!

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Ahiorns — Sun, 20 Oct 2024 13:44:10 GMT

I can add some context - I've just posted a similar comment. I have found that THERE IS NO POSSIBLE WAY TO COMMUNICATE WITH EE!!! The chat function does not work and simply has a wait time of many hours which then times out. The 150 number is unmanned it seems, as I enter infinite holding patterns.

Without any exaggeration (i can show the screed grabs) I have been trying to communicate with this joke of a communications company for 2 months and have been ABSOLUTELY UNABLE to speak to anyone. It's a total and utter disgrace and I CANNOT WAIT to leave and move to literally any other provider!!

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

SophieMac67 — Sun, 20 Oct 2024 14:06:49 GMT

I waited 10 hours yesterday on the app for an advisor

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_B — Sun, 20 Oct 2024 14:11:07 GMT

@Ahiorns I’ve waited around 30 mins on the phone before now. About to call them again in a few minutes for an account change of ownership. Not used live chat for years because customers calling get dealt with quicker.

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

SophieMac67 — Sun, 20 Oct 2024 15:50:17 GMT

I just spoke to someone at EE via Skype freephone number that worked much faster

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

dalesmith852 — Sun, 20 Oct 2024 16:28:27 GMT

Same here, no direct email to customer services, getting in touch with the 150 number is nightmare and no easy way to give them 30 days notice prior to the phone contract ending. Will not be using EE again. It seems like a bit of a scam to get 25 months payment rather than 24 months. Not impressed with them.

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Russki — Tue, 22 Oct 2024 18:08:40 GMT

I've been trying 5 times throughout the day. I lose connect during the long waits. I've tried in the evening and the waiting times are 1 hr 15mins.

Do I need to write a letter for a response or send a pigeon?

This is not customer service.

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_S — Wed, 23 Oct 2024 08:29:41 GMT

Hi @Russki I'm sorry to hear that you've tried so many times to contact us without any success.

Have you tried to give us a call? It may be a bit quicker to call and speak to a guide.

To get in touch, you'd just need to dial 150 from your EE phone or 07953 966 150 from any other device.

You can find a link to our contact page here: Contact us

Chris S

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Simonf01 — Wed, 23 Oct 2024 11:22:07 GMT

I an in Ireland. I have a UK number and 500 min Ireland Add-on. I can call Irish landline and mobile numbers. I cannot call UK mobile or landline numbers. I cannot, of course, phone EE support!

Any idea what has gone wrong please?

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_B — Wed, 23 Oct 2024 12:25:40 GMT

To proceeded with my comment above I did call customer support and I was on hold for 40 minutes that’s all. Got 1 issue resolved and I’ve got to allow up to 7 days before call again to get a change of ownership. I’ll update again on how long it takes.

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

tkennimouth — Sat, 09 Nov 2024 22:28:53 GMT

They do not answer texts, calls nor the chat. All they do is take money and leave you frustrated. I am in the process of writing a letter to my local MP and parliament, someone has to do something because this is not right, it’s totally unacceptable treating people the way EE does. We should all boycott this company, we would hear from them then?

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

tkennimouth — Sat, 09 Nov 2024 22:33:47 GMT

The same here, I’ve tried and tried to call, waiting for over an hour at times only to be cut off. In the end I cancelled my direct debit and waited for them to call me.
@Chris_S so to answer your automatic response regarding “have you called” Yes we have!!!

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_B — Sat, 16 Nov 2024 19:49:19 GMT

@tkennimouth as mentioned to you in other posts of yours. You don’t have to speak with customer support to upgrade. I post that one.

You don’t have to speak with customer support to change networks and retain your number. Just text PAC to 65075 If you don’t want to keep the number just text STAC 75075 you give the pac or stac to the new network provider. The use of the PAC or STAC will terminate your EE contract. But you’ll not get the PAC or STAC if you have any outstanding payments to EE.

So exactly why do you need to speak with customer support ?

EE will not call you because you cancelled the DD you’ll get an email/text requesting payment as you are not honouring the contract you agreed too. Continue not paying will only affect you with late fees and then you’ll be cut off. Continue not paying will see debt collectors request payment with their fees on top. All at the same time effecting your credit report and any change of getting credit from elsewhere.

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Timbolino — Wed, 04 Dec 2024 11:36:12 GMT

yes! Just like BT. The comms are one ways only unless of course you wish to buy something!

it amuses and frustrates me in equal measure that this is s billion £ communication company that can’t communicate!

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_B — Tue, 10 Dec 2024 20:28:19 GMT

@Timbolino If you need to speak with customer support you contact them. They are not mind readers so don’t know you wish to speak with them, As I’ve listed above I spoke with CS and was on hold for 40mins as I know other customers who called before me and are on hold take priority over me until customer support can take my call,

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Aggykey — Sat, 04 Jan 2025 20:38:14 GMT

Same. Had issues with service , few times didn't have service available and apparently there was no issue in the area ,and each time advise after raising issue ( reply took 24h) was to use WiFi calling instead . What am I paying for ?! And how can I use it if I'm out without access to WiFi , no refund ever suggested . ridiculous.

Now want actually to leave and no reply on chat nearly 48 H ,tried calling but awaiting time is min 45 minutes , ridiculous. All I want is to end contract at the end of its length and have nothing to do with EE ever again !

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Chris_S — Sun, 05 Jan 2025 11:50:37 GMT

Hi @Aggykey I'm sorry to hear about your experience there, I can imagine it's been a very frustrating time for you.

Could you pop your postcode into our network checker please, and let me know if it's showing any issues that are affecting your area at the moment?

Chris S

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Deerme — Fri, 28 Feb 2025 01:45:41 GMT

I been trying to get technology help . Spent 10 hours over 2days . Eventually I got a response but was refused technical support. Was told this isn't possible. I explained I can not call ,hench needing the support.

I was however offered to take out a New SIM contract .

I am going to do that with anyone but EE. Since 07/22 I have spent nearly £800 on a SIM . Now it doesn't work . I am missing virtual hospital reminders for appointments. I have had Tb and am quite vulnerable . Have needed to call an ambulance twice since November. Besides its Not good. It's 😔

EE are aware of extra needs . Can't access certain accounts because I need a text message for verification. I am a BT CUSTOMER TOO. HAve been for 8 years .

Disgraceful

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Rach_H — Fri, 28 Feb 2025 12:39:49 GMT

Hi @Deerme,

Welcome to the Community!

I'm so sorry to hear about the trouble you're having speaking with our team.

Have you been able to try the SIM in another phone, so we can check the issue is with the SIM itself, and not your handset?

Rach

Re: Anyone else find they they CANNOT COMMUNICATE with EE??

Deerme — Sat, 01 Mar 2025 03:40:18 GMT

I don't have other phone .I am in my 3rd mobile since November.
Brand new but it's not the phones it's my hyjhed router.i haven't been
listened too .I traded BT for EE bradband but didn't even get a upgraded
router . I cancelled the broadband as it was 120%increase compared to BT.
PLYS I now gave no back up home phone. Plus payd month upfront and contine
receive EE bills for broadband even though I didn't less than 10dats as a
customer.
As for my SIM. Well after removing it from my phone I was recieving calls
'Which announced jo Deerans is cslling ' with the callers number showing .
I have 80 different open source applications been put on my phone .
I turned my WiFi off on the phone sent aWhatsApp to myself and it got
delivered and had the two blue ticks . Even though I hace read notification
off in settings .
I have gad nearly a years of duplicate card purchases. Uber was order 16
last year . U see £25 each time . But the order was deleted from the app. I
had email receipts.
My phone info is I am joined to a local host.
I don't have any laptops or computers .
I spent £230 on phones .
Can't afford a high spec safer model outsight .
Been with EE dim contract for 3years and Won't allow bs to get a£30-40
phone but don't mind upgrading broad band at that price .
Then sending me abill for £175.
All EE done push buttons .
No support no new router .
No grlo with my SIM .
I appreciate you trying butvut shouldn't be this way .
I got Asim of Amazon.
£4.50 for the same usage.
Ieont kibduf they have minimal care and compassion for them selves or
others at that price .
With BT BROADBAND and 3yraes Ruth EE SIM that adds up

I did used to pay £43-50:for broadband from BT many years ago .
I been aoyal customer.alwats Kay what's due. Direct debit has failed when
my money's gas Bern spent abs. It vy me . Plus Ian relieved as EE want £175
. For what .
Headache.

Anyways 🙏
Am vunresble. Survived random serious violent crime and have developed
autoimmune disease . Bodies response trauma. I jumped from 3rd window to
escape a brutality and I got impaled on railings. The 45ft fall could have
killed me j guess the railings saved me.