topic Upgrade and chat in Archived Posts

Upgrade and chat

Tenagen — Sun, 21 Nov 2021 18:41:14 GMT

Each time I log into myEE i get the message that I am eligible for an upgrade. Every time I search and find a phone when I select I get the message that "there are no plans available for this device". My account is up to date and paid by direct debit. Also why is the chat facility not working? I don’t have time to be in a queue for an advisor the chat facility and online works for me but does not always work!

Re: Upgrade and chat

Chris_B — Sun, 21 Nov 2021 18:51:42 GMT

@Tenagen Chat is available but only when an agent is free to chat and as you say there is a queue for calls so chat is harder to get as it’s the same agents you deal with. Customer services can not just have agents for live chat because when there isn’t anyone wanting chat they’ll take calls instead so chat becomes unavailable.

Re: Upgrade and chat

Tenagen — Sun, 21 Nov 2021 18:55:42 GMT

Thanks for the reply regarding the chat, I have tried at the start of business this last week and have not been successful in getting through. EE must be super busy.

Re: Upgrade and chat

James_B — Mon, 22 Nov 2021 08:26:08 GMT

Hi @Tenagen,

Welcome to the EE Community. 🙂

I'm sorry to hear you haven't been able to reach our chat team. Have you tried calling our upgrades team on 150?

James