topic Re: I urgently need to contact EE via email. Please help. in Contracts & Billing

I urgently need to contact EE via email. Please help.

Becky1361 — Mon, 04 Aug 2025 09:15:40 GMT

After countless hours on the phone including 6 hours yesterday, trying to sort a miss sold contract, and activate my new Sim, I was cut off. I can’t make phone calls. I have had no further contact from EE.. I have emailed 3 people at EE including the CEO and have had no response. I drive home alone at 1am every morning after work and do not want to do this with no way of making an emergency call.

Re: I urgently need to contact EE via email. Please help.

XRaySpeX — Mon, 04 Aug 2025 09:53:18 GMT

@Becky1361 : EE provide no email contact. You need to phone them. See my sig. below.

Re: I urgently need to contact EE via email. Please help.

bristolian — Mon, 04 Aug 2025 10:54:15 GMT

How were things left when you contacted EE-CS by phone yesterday - what advice did they give? Pursuing that is the right thing to do here.

Re: I urgently need to contact EE via email. Please help.

Peter_W — Tue, 05 Aug 2025 10:45:14 GMT

Good afternoon @Becky1361.

Thanks for reaching out to us here on the Community.

I totally get that you'll want this to be resolved as quickly as possible, and whilst our complaints team do review emails sent to our executive office, we recommend it can take up to 7 days for any case to be picked up.

If you have another phone available to use we would recommend calling on the contact numbers that @XRaySpeX highlighted, and you can also find more details here:

If you need your SIM more urgently, my best recommendation would be to visit one of our stores, where we can bring up your account and activate a new SIM right away, free of charge.

You'll just need photo ID in the form of a valid passport or UK Driving Licence photocard.

Peter

Re: I urgently need to contact EE via email. Please help.

DoesntMatter1 — Fri, 20 Mar 2026 16:09:26 GMT

Hi,

I called EE at the end of January to inform them that I was leaving the country, and asked them to cancel my contract. I requested that all fees be included to my final bill to enable me to pay it prior to my departure. When I called to pay the final bill, I was charged my usual monthly bill so I proceeded to pay that. The line is no longer active, and I have made several attempts to view my bill (if any) via the app to no avail. Can you please confirm that there's no outstanding balance on my account?

Re: I urgently need to contact EE via email. Please help.

XRaySpeX — Fri, 20 Mar 2026 16:19:38 GMT

@DoesntMatter1 : This user discussion forum can have no access to your specific account & so cannot confirm anything specifically about it.. You need to raise this with CS.

Re: I urgently need to contact EE via email. Please help.

DoesntMatter1 — Fri, 20 Mar 2026 20:38:35 GMT

What's CS? Customer Service?
How do I get in touch with them as they don't have an email address or a live chat feature?
I'm unable to call them from abroad

Re: I urgently need to contact EE via email. Please help.

XRaySpeX — Fri, 20 Mar 2026 21:37:31 GMT

Yes, @DoesntMatter1 , Customer Service. Try calling EE CS on the Freephone no.in my sig. using a web-calling app over WiFi.

Re: I urgently need to contact EE via email. Please help.

ROXY_ — Sun, 22 Mar 2026 17:31:33 GMT

EE, are you even OKAY there..? THIS needs to be addressed urgently.

Customers are repeatedly asking for something incredibly basic: a contact email or a functioning support chat. The fact that BUSINESS accounts get 24/7 support while regular customers are left without any real way to get help is not just frustrating, it’s unacceptable.

PLEASE fix this. This is damaging your reputation.

Right now, your support system feels outdated, inaccessible, and ineffective. People are actively trying to reach you and being ignored — that’s not a small issue, that’s a fundamental failure in customer service.

If you’re a customer-facing company, then act like one.
Give people a real way to contact you, and do it now.

Re: I urgently need to contact EE via email. Please help.

bristolian — Sun, 22 Mar 2026 19:34:19 GMT

@ROXY_ wrote:
PLEASE fix this. This is damaging your reputation.

I'm curious what you base this on? Given that none of the UK's 4 MNOs offer email support. And the majority of MVNOs don't, either.

@ROXY_ wrote:
Give people a real way to contact you, and do it now.

What makes a phone-call, not a "real way", out of interest? There's never been a requirement to use your EE phone to contact CS, any working phone will suffice.

@ROXY_ wrote:
The fact that BUSINESS accounts get 24/7 support

Business customers don't get 24/7 support. On what do you base this claim?

Re: I urgently need to contact EE via email. Please help.

Chris_B — Sun, 22 Mar 2026 21:17:53 GMT

@ROXY_ just to add to what @bristolian has put there is a live chat and that’s available via the EE app under help. ( contract customers only )

emails are to slow down deal with customer issues you always waiting on a reply. you’ll also get customers who don’t explain things correctly (that shows in here ) So you want customer support to try and work out what the issue is when a customer has put something but hasn’t explained it very well and could potentially get the wrong response to what they actually mean via email.

then you’ll get customers who will complain about not getting a response after a sent email because is something like 2am.

emails don’t work when a customer needs help,

Re: I urgently need to contact EE via email. Please help.

Chris_S — Tue, 24 Mar 2026 09:02:34 GMT

Hi @ROXY_

Thank you for giving us your honest feedback.

We're always trying to improve, so feedback like yours is much appreciated.

We offer various options for customers to contact us during our business hours.

If you'd like to complain about any part of our service, just head to our making a complaint web page.

Chris S

Re: I urgently need to contact EE via email. Please help.

dokell — Sun, 05 Apr 2026 18:29:16 GMT

I have the same problem . According to a Freedom of Information Request the email address is ****************

Re: I urgently need to contact EE via email. Please help.

dokell — Sun, 05 Apr 2026 18:31:17 GMT

I have exactly the same problem. According to a Freedom of Information Act the address is ****************

Re: I urgently need to contact EE via email. Please help.

dokell — Sun, 05 Apr 2026 18:35:36 GMT

https://www.ofcom.org.uk/siteassets/resources/documents/about-ofcom/foi/2025/february/email-addresses-for-ee-bt-and-openreach.pdf?v=392610

Re: I urgently need to contact EE via email. Please help.

Chris_B — Sun, 05 Apr 2026 19:23:31 GMT

@dokell that’s not for customer support though is it, Perhaps you should actually read what you’ve linked to.

Re: I urgently need to contact EE via email. Please help.

Chris_S — Mon, 06 Apr 2026 07:10:07 GMT

Hi @dokell

Our customer guides are on hand to help with any query you may have.

You can find all the ways that you can contact them directly by visiting our contact us page.

If you'd like to complain about your service, you can do that by visiting our complaints web page.

Chris S