topic Re: Service in EE app and website

Service

Misty020203 — Mon, 06 Jan 2025 20:11:27 GMT

Been trying to talk to some one at EE for days, who has got 30 to 45 mins to wait to talk to someone . Try the chat - not available , everything else gas a technical fault. Customer service is literally non existent.

Re: Service

Chris_B — Mon, 06 Jan 2025 20:28:26 GMT

@Misty020203 Unfortunately there is a limited number of customers service agents so having to wait until it’s your turn is just one of those things. EE don’t control the number of people calling at any one time.

Re: Service

Profile closed — Mon, 06 Jan 2025 20:58:32 GMT

“EE don’t control the number of people calling at any one time”

Indeed not.

They also seem unable to extract sufficient data from historical call volumes to be able to staff to a level with a hope of meeting reasonable targets - for eg, answering 90% of calls within 5 minutes.

Or resource alternatives in line with customer preferences, email, social etc, to reduce call rates. I believe they disbanded the social team.

There’s a reason EE are rated so poorly.

Re: Service

Bionic69 — Mon, 06 Jan 2025 21:30:55 GMT

Hi Misty I know what you mean but I found a way to speak customer services without having to wait long at all if you can phone at 08.00 am when they open & im sure your get more or less straight through as I found out this morning 👍