topic Re: How do you get EE to actually call you back?? in Apple Devices

How do you get EE to actually call you back??

Natsummers76 — Thu, 04 Jan 2024 09:40:26 GMT

Hi All,

I bought a new apple watch and want to switch my plan to the new watch - I’ve called many times and keep getting a text saying they’ll call me back within 15 mins but I never get a call. I’ve now done this 4 times.

Any idea how you can actually get someone to call back as this isn’t something I can do online.. Do I really have to drive to a shop to get someone to do this in person?

Thanks,

Natalie

Re: How do you get EE to actually call you back??

Christopher_G — Thu, 04 Jan 2024 11:53:00 GMT

Hi @Natsummers76

Welcome to the community.

Could you post what the text message says please? What is it that you're looking to discuss? We may be able to help if it isn't account specific.

Chris

Re: How do you get EE to actually call you back??

Natsummers76 — Thu, 04 Jan 2024 13:03:41 GMT

Hi There,

The text says: ‘Hi from EE, to arrange your call back please reply to this message with the help that you need. This will help ensure we get you to the right team and that our colleague can be prepared for your call.’

So I replied back with ‘Move watch plan to a new apple watch’

I got a reply saying ‘Thanks, we will call you back within 15 minutes on 07xxx xxxxxx (my phone number - I’m not posting it here). We’ll be calling from 07973 100614 just so you know it’s us’

I have never received a call back and don’t seem to be able to get through to a person at all anymore.

Thanks,

Natalie

Re: How do you get EE to actually call you back??

Christopher_G — Thu, 04 Jan 2024 13:25:57 GMT

OK, thanks @Natsummers76

Were the four times that you've tried this over a number of days, or all today?

Chris

Re: How do you get EE to actually call you back??

Natsummers76 — Thu, 04 Jan 2024 13:28:33 GMT

Yesterday 3 times and once today.

Natalie

Re: How do you get EE to actually call you back??

Christopher_G — Thu, 04 Jan 2024 18:50:04 GMT

Have you heard anything back yet, @Natsummers76?

Chris

Re: How do you get EE to actually call you back??

Natsummers76 — Thu, 04 Jan 2024 20:05:37 GMT

No, nothing back. I’m going to leave them as soon as my contract expires if I can’t get this resolved. This is ridiculous. I don’t see why someone can’t call me back. clearly something is broken somewhere.

Very frustrated

Natalie

Re: How do you get EE to actually call you back??

Katie_B — Fri, 05 Jan 2024 07:23:01 GMT

Hi @Natsummers76.

When calling our customer care team on 150 have you tried selecting option 2 when you first connect?

Speak soon,

Katie

Re: How do you get EE to actually call you back??

Natsummers76 — Sat, 06 Jan 2024 16:33:45 GMT

Yes this is what I’ve done each time. Select option 2. I get told I’ll get a text to reply to.. I get that text (see above reply) and reply and do not get the promised call back.

Re: How do you get EE to actually call you back??

James_B — Sun, 07 Jan 2024 11:25:12 GMT

Hi @Natsummers76,

I'm sorry to hear you haven't received a call back yet.

Was it the entire text you posted above, or did it also ask you to respond with a further command to book the call back?

Have you tried chatting with Customer Care online in the help section of the EE app?

James

Re: How do you get EE to actually call you back??

EEBusWinkers — Fri, 29 Nov 2024 12:01:10 GMT

Appalling arent they. the form doesn't work, they dont answer the phone and two of the numbers they state a customer service numbers are defunct

Re: How do you get EE to actually call you back??

Peter_W — Fri, 29 Nov 2024 14:25:21 GMT

Hi there @EEBusWinkers, welcome to the Community.

I'm concerned to hear you've been having some trouble getting through to our team.

What numbers have you been trying here, and what was it you were looking to speak with us about?

Peter

Re: How do you get EE to actually call you back??

EEBusWinkers — Fri, 29 Nov 2024 17:08:12 GMT

Hi Peter

0800 079 8586 - 40 minutes on hold and then cut off

0844 873 8586 - defunct

I would like to speak to someone about my 4G dongle - coverage is appalling, I can't use it, haven't used it, want to cancel it and it and I am keen to ensure that I do not have a rolling automatic renewal please. I do not want this product and I most certainly do not consent to it being renewed - there is no where on the online form to ensure this is turned off - nothing in my account settings.

Re: How do you get EE to actually call you back??

EEBusWinkers — Fri, 29 Nov 2024 17:09:02 GMT

p.s. it wont allow me to fill out the form for a call back when I click 'submit' nothing happens. This happened last time I tried it. One almost suspects this has been purposely rigged up to fail?

Re: How do you get EE to actually call you back??

Lesley_W — Sat, 30 Nov 2024 08:11:19 GMT

Thanks for confirming that @EEBusWinkers

Here's all the ways to get in touch Contact Us To Request Technical Support for Mobile Broadband | EE

Lesley