topic Re: Contacting EE support via social media in EE app and website

Contacting EE support via social media

MJP25 — Sat, 04 Jan 2025 08:22:22 GMT

Is this no longer available? I used to contact EE via Facebook or Twitter/X and get a response the same day from extremely helpful agents. I tried to do so again yesterday and it looks as if this is no longer available and it’s all now through the EE app. When I messaged through the app yesterday early afternoon I was given an approximate response time of 4 hours. I understand they’re open until about 10pm. Still today I have heard nothing. Does anyone know if this a permanent change? If so, I’m wondering what happened to all of the helpful/responsive agents I have spoken to up until now… it didn’t seem like they were short of people to help but I now get a different impression as a result of the response time.

Re: Contacting EE support via social media

Chris_B — Sat, 04 Jan 2025 09:21:37 GMT

@MJP25 EE have stepped away from social media to help customers. Social media isn’t the best way to help customers. social media is a platform to showcase/present products/information about services to customers.

Social media it’s customer support.

Re: Contacting EE support via social media

Profile closed — Sat, 04 Jan 2025 10:06:54 GMT

@MJP25

During my early difficulties w the BT>EE transition I tried DM on X and got nowhere. Shame. It was a quick and easy way in the BT days. I’ve had good results too from other co’s.

Seems to me EE resources only the contact options which suit it best, rather than invest in providing the methods that suit their customers best. Look at the posts here complaining about wait times etc. Little wonder ⬇️

UKplc. 2025 🙁

Re: Contacting EE support via social media

bristolian — Sat, 04 Jan 2025 11:11:36 GMT

@Profile closed wrote:

Seems to me EE resources only the contact options which suit it best, rather than invest in providing the methods that suit their customers best. Look at the posts here complaining about wait times etc. Little wonder ⬇️

Wait times could easily be improved by using offshore call centres like many other telecoms providers. EE have long been resistant to this, and it would probably cause more issues than it solves.

Re: Contacting EE support via social media

Profile closed — Sat, 04 Jan 2025 11:45:32 GMT

@bristolian

The other option might be to just recruit more staff in the UK and place them in the contact positions customers prefer to use?

Our bank uses offshore. It’s not a problem if co’s recruit effectively.

It’s interesting to look at ratings for other telco’s. I’d rather give up mobile and internet than have to deal with Vodaphone again, but TP has them at 4.5 from 78k reviews 🤔 Conversely, O2 and BT are worse than EE.

Why *do* we put up with this crap?

Re: Contacting EE support via social media

Matt_124 — Sat, 04 Jan 2025 13:27:40 GMT

There was a closure at one particular contact centre in Northern Ireland which I believe managed most of the social media engagement.

Evidently this team has not been replaced since, the official closure was at the end of October but voluntary redundancies started before this so the timing could line up.