topic Re: Customer Services in Contracts & Billing

Customer Services

Slessor30 — Fri, 03 Jan 2025 15:11:12 GMT

I have been trying to get through to the Customer Services and every time I dial through I get cut off after waiting for 15 minutes. I have now done this 3 times. Please help

Re: Customer Services

Linzi_H — Fri, 03 Jan 2025 17:23:52 GMT

Hi @Slessor30

You shouldn't be having any issues when calling us directly.
Are you calling 150 from an EE mobile?

Linzi

Re: Customer Services

Slessor30 — Fri, 03 Jan 2025 19:49:31 GMT

Hi Linzi,

Yes I was using an EE phone and dialing 150

Re: Customer Services

Peter_W — Sat, 04 Jan 2025 09:50:48 GMT

Thanks for confirming that @Slessor30.

Which options were you following to speak with someone, and what time was it this happened?
Peter

Re: Customer Services

Slessor30 — Sat, 04 Jan 2025 17:05:08 GMT

Every time I call it happens. It's not just at a particular time of day.

I want to renew my contract and phone. It's funny when you don't want to be contacted I'm contacted without an issue but not when I want to get in touch.

Re: Customer Services

Peter_W — Sun, 05 Jan 2025 09:17:03 GMT

Thanks @Slessor30, we'd certainly hate to see you struggle to get this sorted out.

This isn't something I've come across before, but I'll definitely look to get the details of what you've been experiencing fed back.

Is it exactly 15 minutes each time, and have you ever been cut off whilst speaking with a Guide, or is it always when on hold?
Peter

Re: Customer Services

Slessor30 — Sun, 05 Jan 2025 16:25:52 GMT

Peter I am waiting in a queue for 45 minutes a d after 15 minutes it cuts out. Every time I ring back. I get told I can either hold for 45 minutes or call back

Re: Customer Services

Christopher_G — Mon, 06 Jan 2025 09:30:46 GMT

Are you able to try calling us from another phone, @Slessor30?

Do you know if calls to other numbers drop off after 15 minutes? What kind of phone are you using?

Re: Customer Services

Slessor30 — Mon, 06 Jan 2025 12:45:42 GMT

No I am not.

Not normally. I have a Sony Xperia 5 III

Re: Customer Services

Christopher_G — Mon, 06 Jan 2025 16:14:08 GMT

Are you near an EE Store, @Slessor30

It would be great if you could pop in so that our store guides can take a look into what is happening with your phone, and help you get in touch with our customer care team.

Chris

Re: Customer Services

Slessor30 — Mon, 06 Jan 2025 17:44:01 GMT

I can't get into a store on weekdays. I will see what I can do.

I just want to see about a new phone

Re: Customer Services

Slessor30 — Tue, 07 Jan 2025 08:09:21 GMT

Good morning.

I got through to Customer Services last night after waiting 30minutes. After discussing the possilbilities I was put on hold and then I was diconnected. No one rang back, so I will not phone back and wait again. Sorry there is only so much a person can take.