topic in Contracts & Billing

JoannaLouisa — Sun, 18 Aug 2024 07:31:49 GMT

In my opinion EE needs to do more work on their customer service. So many people lead busy lifestyles which means they do not have the time to call you. Why do EE not offer more via e-mail or chat? Why do people have to call, it isn’t convenient for thousands of people…

I am in the same situation as this customer above, I have paid for my Daughter’s mobile since she was 11 years old, she is now 21 and both her and I want her mobile now in her name and her paying her own bill. Why make it difficult for us? As soon as I clicked on the link above, I read that I need to call you. Sorry this isn’t convenient for me to do. Any other helpful suggestions??

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bristolian — Sun, 18 Aug 2024 08:19:50 GMT

@JoannaLouisa wrote:

Why do EE not offer more via e-mail or chat? Why do people have to call, it isn’t convenient for thousands of people…

Whatever the justifications, lack of e-mail support is not unique to EE by any stretch. You only need read some threads on here for evidence of the "back & forth" that a similar format often needs.

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XRaySpeX — Sun, 18 Aug 2024 08:42:44 GMT

But at the very least you have an audit trial which you don't have of a phone convo. Time is not always the essence as witnessed by many of the New EE BB issues.

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Christopher_G — Sun, 18 Aug 2024 09:06:54 GMT

Hi @JoannaLouisa

Welcome to the community.

We do have a live chat service for account queries within the EE App. There are certain processes that need to be handled by calling through. A change of ownership is one of those.

The team will take your permission for your daughter to take over the contract for her number. Then they'll go through the set-up and credit check with her.

Chris