topic Re: online chat help in Archived Posts

online chat help

randlsweet — Mon, 27 Apr 2020 13:08:55 GMT

I am stuck overseas working and I'm having trouble getting through to chat about an account upgrade issue. Calling from overseas is quite expensive and I can't get through to anyone on online chat. Can anyone from the EE upgrade team help?

Re: online chat help

Leanne_T — Tue, 28 Apr 2020 08:13:57 GMT

Hi there @randlsweet

Thanks for coming to the community.

Sorry we have no account access on the community to check your account for you. I will certainly see if I can help without accessing your account 🙂

Have you now upgraded?

What was your query for the upgrade team?

Speak soon.

Leanne.

Re: online chat help

randlsweet — Tue, 28 Apr 2020 11:03:37 GMT

thanks for responding. My issue is that I am stuck in the States and I am trying to upgrade my plan to a Sim only plan that has the roam further pass so that my mobile data will work. I can't get an answer from EE as to whether or not if I do the upgrade online if it will process since I am not on a UK EE network but I am using wifi and a bit or roaming data here in the States.

Re: online chat help

Leanne_T — Tue, 28 Apr 2020 13:33:58 GMT

Hi @randlsweet

Thanks for coming back to me.

If you are changing your plan to a SIM Only and keeping the same number and SIM, you should have no loss of service.

If you log into your My EE account online, do you have a chat option show for you?

Our Mobile Care team can make sure your roaming settings are not changed when you upgrade 🙂

Leanne.

Re: online chat help

randlsweet — Tue, 28 Apr 2020 11:32:08 GMT

thanks for such a quick reply! I was told that perhaps the add on of roaming further which would enable me to work here in the States might not process because I'm not on an EE network in the UK. Thanks for your help!

Re: online chat help

Leanne_T — Tue, 28 Apr 2020 11:35:42 GMT

I see @randlsweet

Have you had a chat with our Mobile Care team today?

Leanne.

Re: online chat help

randlsweet — Tue, 28 Apr 2020 11:38:12 GMT

no. I've been trying to get through to mobile care but have been unable to. This was a comment from a friend who was just giving advice. I don't want to get stuck with a massive roaming bill because the add on didn't process properly!

Re: online chat help

Leanne_T — Tue, 28 Apr 2020 11:56:15 GMT

Thanks for explaining @randlsweet

You can select roaming add-ons when you are abroad, this should be fine for you.

If you can log into your My EE account online, a chat option will show when an agent is available, they can check what the best options for you will be.

Let me know how you get on 🙂

Leanne.

Re: online chat help

Gebre — Wed, 27 May 2020 19:26:57 GMT

Hi I need help online chat

Re: online chat help

Christopher_G — Thu, 28 May 2020 07:20:55 GMT

Hi @Gebre

Welcome to the community.

Are you a pay monthly EE customer? What is it that you need some help with?

Chris

Re: online chat help

Lisaann1974 — Thu, 16 Sep 2021 11:57:30 GMT

How can I connect to ee online

Re: online chat help

Katie_B — Thu, 16 Sep 2021 13:48:36 GMT

Hello @Lisaann1974.

Is there anything I can help with here on the community?

If you wish to speak to our customer care team who have account access please visit our Contact Us page.

Katie 🙂