topic Re: Contact EE - Digital Update [New] in Archived Posts

Contact EE - Digital Update [New]

Hayley_W — Thu, 09 Sep 2021 14:24:50 GMT

Hello,

Hayley from the Digital team at EE again 👋

A little while ago I asked for your opinion on a new feature we were working on for Authenticating calls, and what benefits resonated the most to you.

You said:

You would like to have an Authenticated Call experience
That saving time and protecting your identity was important to you

We did:

We have released Authenticated Click to Call on the Contact EE pages this week, so if you need to call for Account support, Technical support, Upgrading or Sales then you can benefit from this experience

As a quick recap, Authenticated Click to Call recognises a logged in customer on mobile and provides you a seamless experience with the call automatically transferring you to your mobile up clicking "call". This saves you time by transferring you to the relevant call queue and saves you being asked security questions as you have validated your ID before calling. We have also provided an opportunity if you are not logged in, to log in and utilise this feature, so no one misses out 😊

Thank you all for your feedback and input along the way and I don't doubt you will see me around in the future looking for more of your valuable input.

Hayley

Re: Contact EE - Digital Update [New]

Schockwave — Thu, 09 Sep 2021 14:40:15 GMT

@Hayley_W , I presume this will also work via the EE App, am I correct by clicking on help and then scrolling down to where it says call us?

Re: Contact EE - Digital Update [New]

Northerner — Thu, 09 Sep 2021 14:56:06 GMT

Hi @Hayley_W

Given how poor EE security is on the app and web site (no two stage authentication) anyone who manages to crack or knows the EE website/app password for their victim can now speak to CS with no security checks? Is this correct?

Given all the phishing scam emails/text reported in the community this just seems to leave EE customers open and vulnerable to fraud.

Re: Contact EE - Digital Update [New]

Hayley_W — Thu, 09 Sep 2021 15:51:08 GMT

@Schockwave

You are correct, the feature also exists in the My EE App and works in the same way 🙂

Re: Contact EE - Digital Update [New]

Hayley_W — Thu, 09 Sep 2021 16:04:48 GMT

Hi @Northerner

At EE we take our customers security very seriously, you can read more about how we secure the My EE Account on the following page EE - Safety and Security online

Thanks, Hayley

Re: Contact EE - Digital Update [New]

Profile closed — Thu, 09 Sep 2021 16:05:56 GMT

@Hayley_W MyBT has two stage authentication do you know if it will be introduced to MyEE.

Re: Contact EE - Digital Update [New]

Hayley_W — Thu, 09 Sep 2021 16:26:40 GMT

Hi @Profile closed

That's a great question but one slightly out of my remit to answer as it is a different department.

I will certainly put the question to the relevant people and if there is anything I can share back with you I will.

Thanks, Hayley

Re: Contact EE - Digital Update [New]

Northerner — Thu, 09 Sep 2021 16:27:31 GMT

Hi @Hayley_W

I'm aware about EE guide, but as ever this doesn't help 99% of customers who post on the community or are convinced by professional criminals.

Can you clarify the point that if someone has obtained EE customers account details they could simply use this system to avoid any security questions? 2nd question if the answer is yes, at what stage would EE CS ask security questions? So for example someone (not the customer) obtains an EE customers details, calls, is not challenged and can do what? Order a new handset/s, accessories, change account details, unchallenged?

As @Profile closed has said if BT has two stage then why not EE. If there was a two stage authentication with this new process then it would be much more secure.

Ultimately as an EE customer I would like to know for my own security and privacy.

Thanks

Re: Contact EE - Digital Update [New]

Profile closed — Thu, 09 Sep 2021 16:48:48 GMT

Thanks @Hayley_W