topic Re: Live Chat Gone? in EE app and website

Live Chat Gone?

tylermwise — Sat, 18 Oct 2025 13:44:20 GMT

Hi there, I would like to talk with an EE Agent, but the live chat button no longer seems to exist?

It was on the help page, but now it only has talk to us, and that calls them

I am a monthly mobile user, but looking to move over for WiFi but would like to talk to a staff member over the chat first

Thank you!!

Re: Live Chat Gone?

Schockwave — Sat, 18 Oct 2025 17:27:08 GMT

Hello @tylermwise ,

Welcome to the community,

It is there, so long as you are on a monthly contract, but please make sure that you have the latest app message us is at the top when clicking on help on the app.

You may need to uninstall, reboot and reinstall the app. You may need to ask EE to do an account refresh. It had disappeared for a long time, but has been back for several months now.

Re: Live Chat Gone?

tylermwise — Sat, 18 Oct 2025 17:31:30 GMT

Hey @Schockwave, thanks for the reply. I am on a 24-month mobile contract; it was there last week, but it has disappeared for me 😞

I have reinstalled and logged out the app, and still no luck, unfortunately

Re: Live Chat Gone?

Schockwave — Sat, 18 Oct 2025 21:32:17 GMT

@tylermwise , that is strange, as I have it, not that I use it, as I prefer to speak to customer service rather than use the app message us.

Re: Live Chat Gone?

Peter_W — Sun, 19 Oct 2025 11:24:40 GMT

Good morning @tylermwise.

Welcome to the Community!

We did have a few customers report similar earlier this year, but as @Schockwave mentioned this was resolved with a subsequent update.

It's all showing as it should be on my iPhone 16 Pro Max, what device are you using at the moment, and which app software version is it showing?

Peter

Re: Live Chat Gone?

tylermwise — Sun, 19 Oct 2025 11:40:44 GMT

Morning @Peter_W,

I am using a Google Pixel 9 Pro XL, the EE app says version 5.70.0 (2608747)

Re: Live Chat Gone?

Peter_W — Sun, 19 Oct 2025 11:52:35 GMT

Cheers @tylermwise.

Can you please make sure that your device itself is fully up to date too?

Peter

Re: Live Chat Gone?

tylermwise — Sun, 19 Oct 2025 11:57:19 GMT

Just check, and I have the latest version, Android 16, the last update was 6th Sept

Re: Live Chat Gone?

Peter_W — Sun, 19 Oct 2025 12:10:57 GMT

Thanks @tylermwise, this is the first report I've heard of this recently, but I'll feed it back to see if we've had any similar reports.

In the meantime I would recommend giving us a call so we can take a look into your main query, and they can have a check over how your account is set up in case this is contributing to these issues too.

Peter

Re: Live Chat Gone?

Sam590 — Tue, 30 Dec 2025 11:46:01 GMT

Hello we got a problem wth our bill need to talk to someone

Re: Live Chat Gone?

Ali_A — Tue, 30 Dec 2025 13:46:14 GMT

Hi @Sam590

Welcome to the EE Community.

The best way to contact Customer Service to discuss your package is to give us a call. Contact Us | Help & Support

Alternatively, you can log into the MyEE App and use the Live Chat option. Just click Help > Message Us

Ali

Re: Live Chat Gone?

Kengadaran — Fri, 23 Jan 2026 19:52:49 GMT

Hi, I need your help

Re: Live Chat Gone?

Ali_A — Sat, 24 Jan 2026 08:58:35 GMT

Hi @Kengadaran

Can you tell us what you are looking for help with?

Ali

Re: Live Chat Gone?

Bmo — Sun, 25 Jan 2026 04:16:54 GMT

Re: Live Chat Gone?

Schockwave — Sun, 25 Jan 2026 11:43:18 GMT

Hello @Bmo ,

Welcome to the community,

What can we help you with? Need more information.

Re: Live Chat Gone?

Tommy2705 — Thu, 09 Apr 2026 10:57:57 GMT

There is no live chat option I’ve tried everything to get back done what you’ve said ever since the new updates my live chat option has gone I’m on a pay monthly contract so it should still be an option I’ve trying to link my products but since the new updates every time I’ve tried to it comes saying there is a problem linking your products please try again or come back later

Re: Live Chat Gone?

Schockwave — Thu, 09 Apr 2026 11:29:22 GMT

Hello @Tommy2705 ,

Welcome to the community,

If you click on help and then scroll down to talk to us, click on it, you will see message us, have just checked on the latest version of the app.

Re: Live Chat Gone?

tylermwise — Sun, 19 Apr 2026 12:48:27 GMT

I still don't have it 6 months later. I have the newest app version.....

Honestly, I'm tempted to leave EE... the app and the calling support have both been awful since I moved from BT

Re: Live Chat Gone?

Rach_H — Sun, 19 Apr 2026 14:51:22 GMT

Hi @tylermwise,

I'm sorry to hear you're still having trouble with this, and I can understand your frustration.

What did the team advise when you reached out for support regarding this?

Rach

Re: Live Chat Gone?

tylermwise — Sun, 19 Apr 2026 14:54:17 GMT

Hey Rach,

The support team just said it should be there and reinstall the app if it's not