topic Re: Cannot speak to anyone in Contracts & Billing

Cannot speak to anyone

ogshead — Wed, 16 Jul 2025 16:53:59 GMT

What is going on? I urgently need to speak to someone and I am massively frustrated. I am convinced I have been hung up on when being connected. This has happened 3 times in the last hour. I would give up only this is an urgent matter. Now the recorded message is saying that they’re closing at 6pm and my call will be disconnected if not answered. Someone please help me!!

Re: Cannot speak to anyone

bristolian — Wed, 16 Jul 2025 16:56:27 GMT

What is your actual question?

If it's account-specific, you'll need to speak to CS. If it's generic, you'll need to explain.

Re: Cannot speak to anyone

ogshead — Wed, 16 Jul 2025 17:01:53 GMT

Massively frustrated with this service. My call dropped at 5:57pm which suggests an advisor cut me off as being put through. This is not good service. How do I make even a complaint when no one answers the phone? #complaint #poorservice

Re: Cannot speak to anyone

XRaySpeX — Wed, 16 Jul 2025 17:32:15 GMT

You don't need to make a phone call to make a complaint. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Anyway you've come to this user discussion group. Is there something we can help you with that is not a/c specific? We obviously can't affect the answerability of CS call lines.

Re: Cannot speak to anyone

ogshead — Thu, 17 Jul 2025 08:11:05 GMT

It’s in relation to my bill that is outstanding

Re: Cannot speak to anyone

Leanne_T — Thu, 17 Jul 2025 10:25:03 GMT

Hi there @ogshead

Thanks for coming to the community.

If you have a business account the team are available 9am – 6pm (Monday – Sunday), ways to contact the team can be found in the Contact Us page. Ways to make a business account payment are shown in the Make Or Set Up An EE Payment business help page.

For a personal account, you can find opening hours and ways to contact the team in our Contact Us and ways to pay the bill can be found on the Ways to pay your bill page.

Leanne.

Re: Cannot speak to anyone

ogshead — Thu, 17 Jul 2025 12:41:45 GMT

Hi Leanne,

it’s a public forum and I would rather not go into specifics here but I urgently need to speak to a person. I spent over an hour on the phone sitting in queues and I got disconnected 3 times.

I understand how call centres work as I have been a manager in one. When there are persistent queues there is a high tendency for advisors to drop calls at the beginning to give themselves an extra breather.

At this point I am massively frustrated. On one occasion I opted in for the request a call back function that was offered when in a queue and I didn’t get one. Is there anyone there who can take this offline and offer adequate support?

Re: Cannot speak to anyone

Leanne_T — Thu, 17 Jul 2025 13:19:26 GMT

Hi @ogshead

I am very sorry this has happened when you called. We have no account access on the community to help you get the account looked into.

To speak to a guide you would need to get back in touch when you get the chance and they will be happy to help.

You can open a complaint using the Make a Complaint page and one of the team would get back to you. Business complaint details can be found on the Make a Complaint business page.

Thanks 🙂

Leanne.