topic Re: Access to chat service in EE app and website

Access to chat service

mrscrowdy2016 — Thu, 03 Apr 2025 17:09:03 GMT

How can I use live chat? I was on live chat for 4+ hours a couple of weeks ago, upgrading accounts etc…..now I have an issue I can’t even find how to access it! I need access to the chat script I had on March 18th. One EE caller told me he couldn’t help me to access it. I feel like I’m going mad

Re: Access to chat service

Chris_B — Thu, 03 Apr 2025 17:15:40 GMT

@mrscrowdy2016 You had at the time the option to request the chat script. You’ll not find it now as the chat session got closed so nothing is available for you to look at. You can call customer support to see if it’s possible to have the chat session script sent to you but just like a call it might not be able to send to you.

Re: Access to chat service

mrscrowdy2016 — Thu, 03 Apr 2025 17:23:47 GMT

Thank you for replying. I’m really cross as the Ee chap I was dealing with shut the chat quickly before I had a chance to request - and now there is an issue with what we agreed at the time. Trying to actually speak with anyone that can help is so so frustrating! This issue has arisen 2 days after my cooling off period.
I find it incredible that there may not be anywhere that the conversation is saved within EE system??

Re: Access to chat service

Chris_B — Thu, 03 Apr 2025 17:26:11 GMT

@mrscrowdy2016 How can an issue arise 2 days after the 14 day cooling of period?
What’s the issue?

Re: Access to chat service

mrscrowdy2016 — Thu, 03 Apr 2025 17:34:13 GMT

The issue is I was offered 3 months free broadband……I am now being told that was not agreed. I’ve been told I can arrange this - but it will cost me more each month after the 3 months.
I changed two handsets and a third line SIM contract as well as upgrading my broadband, and now some of what was agreed is not happening.
I’m waiting for tech team to come back to me (could be two days!)

it’s not good enough

Re: Access to chat service

mrscrowdy2016 — Thu, 03 Apr 2025 17:35:22 GMT

I’m not additional, when I try to use app to look at this, I get a message saying the system isn’t working 😭😭😭

Re: Access to chat service

mrscrowdy2016 — Thu, 03 Apr 2025 17:35:53 GMT

*In addition*

Re: Access to chat service

Christopher_G — Fri, 04 Apr 2025 07:25:40 GMT

Hi @mrscrowdy2016

Welcome to the community.

If you fill in the complaint form on this page, our complaints team will look into this and contact you to discuss it.

I hope you manage to get sorted.

Chris