topic Re: Live chat in EE app and website

Live chat

Mdt765 — Sat, 10 May 2025 12:45:10 GMT

Hello, I am trying to access the ee live chat/message but can I heck get access to it. Am trying via the ee app, have tried via messenger and it says to download the ee app! Erm already have. This service from ee is very hit and miss, it needs to be more consistent.

Has this service now finished or is it available when suits ee?

Re: Live chat

Dizlowe — Wed, 09 Apr 2025 13:59:19 GMT

Is there no Live Chat anymore?

Have tried to access through app and online but no option just the option to call??

Re: Live chat

Matt_124 — Wed, 09 Apr 2025 14:07:30 GMT

Live Chat is available in the EE App for Pay Monthly Mobile customers under Help > Message Us.

Re: Live chat

Dizlowe — Wed, 09 Apr 2025 14:21:55 GMT

I am pay monthly and I clicked on help just says forum, call us or write to
us no messaging service available

Re: Live chat

Dizlowe — Wed, 09 Apr 2025 14:22:46 GMT

I am Pay Monthly and I clicked on Help but message us option just 'Call us', 'Write to us' or 'Community Forum'

Re: Live chat

Peter_W — Wed, 09 Apr 2025 16:15:57 GMT

Hey @Dizlowe, you should definitely see the 'Message us' option if you're on Mobile Pay Monthly.

Are both your app and phone fully up to date at the moment?
Peter

Re: Live chat

XRaySpeX — Wed, 09 Apr 2025 16:32:35 GMT

@Dizlowe : How do you pay monthly & what do you get for it?

Re: Live chat

Dizlowe — Wed, 09 Apr 2025 16:59:08 GMT

Yes phone is fairly new and I updated app to latest version so not sure why I'm not getting right options.

I have 2 phones on pay monthly contract still have 12 months left and my landline and broadband in contract

Re: Live chat

Schockwave — Wed, 09 Apr 2025 18:11:59 GMT

@Dizlowe , I have reported this, as I have the same problem, and found out that others have the same problem, EE are looking into this, so will have to wait and see if the next update solves the problem.

Re: Live chat

Dizlowe — Wed, 09 Apr 2025 19:32:16 GMT

@Schockwave ok thanks good to know it's not just me

Re: Live chat

Dizlowe — Thu, 10 Apr 2025 09:03:16 GMT

I pay monthly direct debit

Re: Live chat

Peter_W — Thu, 10 Apr 2025 09:50:53 GMT

Thanks for confirming all of this for us, @Dizlowe.

I'm going to see if we can get an update on this, and if we need to reach out for more details from you I'll let you know!

@Schockwave are you still noticing this option missing, too?
Peter

Re: Live chat

Dizlowe — Thu, 10 Apr 2025 09:54:36 GMT

Great thanks for update

Re: Live chat

Schockwave — Thu, 10 Apr 2025 12:03:42 GMT

@Peter_W , even with the latest update, still noticing this option missing.

Re: Live chat

Peter_W — Thu, 10 Apr 2025 12:29:39 GMT

Thanks @Schockwave, I'll let everyone know if I get an update 😊

Also I've reached out to you now @Dizlowe via a private message so we can capture a few more details.

Peter

Re: Live chat

Schockwave — Sat, 10 May 2025 12:59:03 GMT

Hello @Mdt765 ,

Welcome to the community,

Are you on a monthly contract, as on pay as you go, there is no live chat?

Some of us have found and reported that live chat is not showing on the app, even for monthly contract customers, and EE are looking into this.

Re: Live chat

Mdt765 — Sat, 10 May 2025 13:04:03 GMT

Hi, am on a monthly contract yes, I have 4 altogether. Its just handy for me to text/message freely but mainly as I am deaf and its my preferred way of communicating. The relay service is 👎. Thanks

Re: Live chat

Schockwave — Sat, 10 May 2025 13:07:13 GMT

@Mdt765 , I had hoped that it would be sorted when an update came out, but obviously not, sorry that the relay service is not good enough for you either.

Is there anything we can help you with here in the forum?

Re: Live chat

Mdt765 — Sat, 10 May 2025 13:09:24 GMT

I doutb it as trying to upgrade a contract. Thanks for trying. Will have to hope the next update sorts it or will have to pop into a store.

Re: Live chat

Debbie_G — Sat, 10 May 2025 14:40:16 GMT

Hi @Mdt765.

I'm sorry you're not seeing the option to message us via your EE App. Just to check, have you tried deleting and reinstalling the EE App to see if the message us option appears?

You can complete an upgrade through your EE account online or you can visit your local EE Store if you prefer.

Debbie