topic Re: EE Guide wait time in Contracts & Billing

EE Guide wait time

Brayer — Sun, 17 Nov 2024 21:19:16 GMT

I'm trying to get through to an EE Guide on caht, and the AI bot has said the wait time is approximately 6hrs 35mins. Is this a joke

Re: EE Guide wait time

Chris_B — Sun, 17 Nov 2024 21:21:06 GMT

@Brayer Currently customer support is closed from 8am – 9pm Monday to Friday and 8am – 8pm Saturday and Sunday,

Re: EE Guide wait time

Brayer — Sun, 17 Nov 2024 21:36:53 GMT

Oh. The AI bot said they're available until 10pm.

Re: EE Guide wait time

Brayer — Sun, 17 Nov 2024 21:37:44 GMT

Re: EE Guide wait time

XRaySpeX — Sun, 17 Nov 2024 22:56:27 GMT

But it's not AveryI!

Re: EE Guide wait time

Chris_S — Mon, 18 Nov 2024 08:24:58 GMT

Hi @Brayer You can find a link to our call centre opening hours here.

Chris S

Re: EE Guide wait time

Sc456 — Sat, 04 Jan 2025 17:42:20 GMT

That seems to be the normal I’ve been waiting since Thursday to get a hold of someone in EE either via phone or chat.

wanted to upgrade my two phones but waste of time looking elsewhere

Re: EE Guide wait time

Chris_S — Sun, 05 Jan 2025 08:36:48 GMT

It's great to hear that you'd like to upgrade your phones @Sc456 I really appreciate you choosing us again as your network provider.

Do you have access to your My EE app? you can upgrade your phones on there without needing to speak to a guide.

To check your eligibility and to upgrade just:

Login to your My EE account
Select Upgrades from the Main Menu
You’ll see your contract start and end dates, and if an upgrade is due
If you’ve got multiple mobile numbers on your account, check each numbers eligibility by selecting it from the drop-down option.

Chris S

Re: EE Guide wait time

Christopher707 — Sat, 22 Nov 2025 18:33:47 GMT

Absolutely not true. Most of the time I call they connect within 10 mins. When busy, I have waited 35mins. Still way better than 55 Mins wait to get through HMRC.