topic Profound deaf in Archived Posts

Profound deaf

HDILLAN — Thu, 06 Aug 2020 15:46:14 GMT

I am profound deaf been asked to phone customer service re my new order, they know I'm deaf, how do you contact this bunch of ......

Re: Profound deaf

Leanne_T — Thu, 06 Aug 2020 16:32:11 GMT

Hi @HDILLAN

Thanks for coming here.

Do you have an existing account with us?

Our get in touch page has information on the Next Generation Text Service, could you get in touch with us using this service, so our sales team can help you get your order looked into?

Speak soon.

Leanne.

Re: Profound deaf

HDILLAN — Thu, 06 Aug 2020 17:52:22 GMT

yes i'm an ee customer, tried finding text for deaf, don't get a reply, tried for 2 days to check my order out, been awful, worst service i've ever had for years.

To ask a deaf person to call in this day and age without deaf facilities is unbelievable.

Re: Profound deaf

Leanne_T — Thu, 06 Aug 2020 17:59:29 GMT

Hi @HDILLAN

I am very sorry, could you possibly try logging into your My EE account online and a chat option will show when an agent is available, they can check your account for you and see if they can help with the order.

Let me know how you get on.

Leanne.

Re: Profound deaf

HDILLAN — Thu, 06 Aug 2020 18:30:54 GMT

Did live chat, could not help asked me to phone customer service 0800
number. .I'm deaf'

Re: Profound deaf

Jon_K — Fri, 07 Aug 2020 07:38:35 GMT

Hi @HDILLAN.

Did you let our live chat team know that you're unable to call?

They will be able to help you with this, I'd recommend using live chat to contact us again.

Jon

Re: Profound deaf

HDILLAN — Fri, 07 Aug 2020 08:07:54 GMT

Thank you, A guy name Amit contacted me on Digital Service late last night,
he was brilliant, took quite a while but he sorted my upgrade 4 gee wifi
out, I think it will be ok waiting for an email confirming order, then Dpd
delivery. The original order went AWOL.

EE staff mean well but the management need to improve Deaf Service
considerably. In this day and age if you ask someone to phone an 0800
number you must offer a Deaf Text or email service. It should not take all
this effort to place an order, problems always occur in any system.

I am a very robust person, a lot of disabled would of crumbled under this
experience.

Thank you to you all who have helped.

Re: Profound deaf

Jon_K — Fri, 07 Aug 2020 08:13:48 GMT

Thanks for letting us know you got this sorted, @HDILLAN 🙂