topic Re: GDPR Subject Access Request in EE app and website

GDPR Subject Access Request

WhyAreEEUseless — Tue, 18 Nov 2025 09:05:46 GMT

Nur1994

Just seen this so hopefully too late and all is resolved. What I say applies to everyone though.

EE claim to record every call. Whether they do or not is anyone's guess.

You could make a subject access request under GDPR. Don't limit what you want as they will encourage you to do, just say you want everything covered by the regulation.

Make sure you note everything as you go, if one of them is babbling on, just say, "hang on, I'm writing all this down."

[mod edit: added title]

Re: GDPR Subject Access Request

bristolian — Sun, 16 Nov 2025 22:22:40 GMT

@WhyAreEEUseless wrote:
EE claim to record every call. Whether they do or not is anyone's guess.

Not sure where you've got that impression, but the wording on IVR before being transferred to agents is usually "calls may be recorded"

Re: GDPR Subject Access Request

WhyAreEEUseless — Tue, 18 Nov 2025 17:12:23 GMT

I don't know what IVR is.

Question: "Do you record these calls?"

Answer: Yes, we do."

That's good enough for me. Duly noted, and when I make a subject access request they will have some explaining to do when the call record isn't there.

If they deny a call was not recorded ask for the note they made of the call. If they deny such a note and you make a note (which you always should) a judge is more likely to accept your word than that of someone on EE.

All of which supports the idea of noting everything that is said.

Re: GDPR Subject Access Request

bristolian — Tue, 18 Nov 2025 17:17:34 GMT

@WhyAreEEUseless wrote:
I don't know what IVR is.

IVR = Interactive Voice Response. There's quite a few Google search results that explain more.

It's the automated telephone menus that the overwhelming majority of companies use to answer inbound calls.

Re: GDPR Subject Access Request

WhyAreEEUseless — Tue, 18 Nov 2025 17:24:44 GMT

Handy, thank you.

I'm not sure companies use IVR to answer calls, more like avoiding answering calls. My experience is to select the options to either complain or to end a subscription as they usually have humans who will put you through to the department you actually need.

Re: GDPR Subject Access Request

Chris_B — Tue, 18 Nov 2025 17:53:52 GMT

@WhyAreEEUseless And that’s exactly what a IVR does, you are selecting the department within EE that you need to speak with. To have someone put you through you can not be getting that many calls. The size of EE will need a few 100 people just to take the call to then put you through to the correct department. pressing option 1-2-3 etc isn’t hard to do and you don’t need call handlers just to forward that call.

The AA use IVR, Car insurance company use IVR, both big companies that could be receiving 100s of calls at any one time. Oh just like mobile network providers.