topic Online chat in Contracts & Billing

Online chat

Chazza234 — Tue, 19 Dec 2023 10:57:33 GMT

Where is the Online chat Service..we need that on please!!...

Re: Online chat

Flipper66 — Tue, 19 Dec 2023 10:59:22 GMT

Apparently only available to EE customers, stupid I know but that's EE for you

Re: Online chat

Schockwave — Tue, 19 Dec 2023 11:28:14 GMT

Hello @Chazza234 ,

Welcome to the community,

If you are an EE customer, you will find the chat in the EE App, but someone will only be able to answer your query when someone is available, as they are also answering phone calls.

What is your query? Maybe someone here can help, depending on the query, as there is no account access here, and even staff have no access to accounts.

Re: Online chat

Hhll — Thu, 21 Dec 2023 11:56:03 GMT

I just Downloaded the app and can’t find it

Re: Online chat

James_B — Thu, 21 Dec 2023 13:26:14 GMT

Hi @Hhll,

Welcome to the EE Community. 🙂

If you're registered as the bill payer (rather than a user) in the EE app, and your account type is eligible for live chat, you'll see a 'message us' option in the help tab.

James

Re: Online chat

MrTDale — Wed, 27 Dec 2023 14:47:31 GMT

Absolute nonsense. The “message us” is never there. I want to chat to someone about an upgrade. I don’t have time to call you and don’t want to talk over the phone. I used to be able to upgrade via the chat very easily in the past, but seems impossible now.

when it has popped up on the site (extremely rare), it’s just a virtual assistant with the same three questions and can’t ever get on to someone who actually works at EE.

I’ve been with EE since the very beginning and am so appalled, I think I may take my custom elsewhere!

Re: Online chat

James_B — Wed, 27 Dec 2023 15:24:27 GMT

Hi @MrTDale,

Welcome to the EE Community. 🙂

The online chat option will only show in the app if you're using an eligible account type and you're registered as the bill payer.

Tap here to check if you're registered as the bill payer or user.

James

Re: Online chat

MrTDale — Wed, 27 Dec 2023 15:26:27 GMT

Hi @James_B, I’ve been the bill payer since 2006 and a very loyal customer.

Re: Online chat

James_B — Wed, 27 Dec 2023 15:29:45 GMT

Hi @MrTDale,

Even if you're the bill payer, it's possible to accidently select the 'user' option when first registering with the EE app.

If you follow the link I posted above, do you see 'you' next to the bill payer option?

James

Re: Online chat

MrTDale — Wed, 27 Dec 2023 15:33:19 GMT

Hi @James_B. Yep!

Re: Online chat

James_B — Wed, 27 Dec 2023 15:37:10 GMT

Are you using a business account, @MrTDale?

James

Re: Online chat

MrTDale — Wed, 27 Dec 2023 15:40:23 GMT

Not to my knowledge, @James_B! I’ve had the same account for many years.

Re: Online chat

James_B — Wed, 27 Dec 2023 15:46:40 GMT

Hi @MrTDale,

I'd recommend contacting Customer Care on 150.

The team will be able to assist with your upgrade and check your eligibility for live messaging support.

James

Re: Online chat

0743497404 — Mon, 11 Nov 2024 12:32:34 GMT

I want to upgrade my phone

Re: Online chat

Ali_A — Mon, 11 Nov 2024 18:37:38 GMT

Hi @0743497404

The best way to order your upgrade is through the EE app or on our website at Upgrade | EE

Alternatively you can call the upgrade team directly Contact Us | Upgrade | EE where a guide will be able to sort out the best deal we can do for you.

Ali