topic Re: Urgent help needed - live chat not working in EE app and website

Urgent help needed - live chat not working

Seecam — Tue, 01 Apr 2025 09:26:42 GMT

The EE chat option is not coming up when I log into my app. We are abroad, my partner has had his phone stolen. I have tried to ring EE off my phone, the number is not working. There is no email address. I've tried different numbers, turned my spend cap off but still unable to get through to anyone. Can someone help?

Re: Urgent help needed - live chat not working

peoplegetreal — Tue, 01 Apr 2025 10:19:13 GMT

“If you need to talk to us while you're away just call +44 7953 966 250. This call is free to make whilst roaming in the EU, to make this call outside of the EU, you'll be charged the standard roaming rate for where you are.
You can dial +44 7953 966 150 for customer services while you're abroad.”

The following information is for contacting EE when you are in the UK
If you can get the same set of recorded messages from abroad, select option 2 for MOBILE in the First message…
and select option 3 in the Second message to report your phone as LOST OR STOLEN.

————

Call EE Customer Services on 0800 079 8586 and listen to the recorded messages,  or dial 150 from your mobile.
First message... on your keypad, select 1 for HOME  or 2 for MOBILE
Second message... now select 1 for MONTHLY  or 2 for PAYG (pay as you go)
Third message... now select 3 for TECHNICAL SUPPORT
Fourth message... and lastly, now select 4 to speak with an advisor.

fyi... there is no email contact for EE Customer Services.

Re: Urgent help needed - live chat not working

Seecam — Tue, 01 Apr 2025 10:19:38 GMT

Thank you but when I dial there is an automated message in Vietnamese then English saying 'this number is incorrect '

Does anyone know why the chat is down? I was speaking to someone 4 days ago about my broadband back home fine on the chat, so I know it's not because of our location

Re: Urgent help needed - live chat not working

peoplegetreal — Tue, 01 Apr 2025 10:26:11 GMT

Speak with a friend or relative in the UK and get them to report your partner’s STOLEN phone.

Re: Urgent help needed - live chat not working

Seecam — Tue, 01 Apr 2025 11:04:11 GMT

Yeah great thanks, but we need to set up an e sim. Can't do that without getting through security or perhaps if we log onto my EE. But he can't log onto his EE without 2 step verification.

We really just need to talk to someone from EE, do they cover the community chat too? Hoping I can get an email address/WhatsApp from someone who works there and can communicate via that

Re: Urgent help needed - live chat not working

Schockwave — Tue, 01 Apr 2025 12:05:26 GMT

@Seecam , you cannot do that while abroad, as you need to be in the UK and if your partner’s phone is stolen, then he/she would have the sim card sent to the UK address it was originally registered with, and esim. Is only for customers on contract and would have to be done here in the UK to register it.

If you have something like Skype, then you can ring customer service, see my signature..

You should be able to report lost/stolen phone by logging in via the website or via the app.

Re: Urgent help needed - live chat not working

Ali_A — Tue, 01 Apr 2025 13:07:03 GMT

Hi @Seecam

Sorry to hear your partners phone has been stolen.

I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali