topic Re: Contacting EE via we chat in Contracts & Billing

Contacting EE via we chat

Angry2 — Fri, 23 Aug 2024 09:58:15 GMT

Today 23 August 2024 I am trying again to contact via their chat to ask a question about one of my contracts. I have been waiting for six minutes so far, the other day I hung on for two hours and nobody picked up my message after it said they were connecting me to a guide. I find it so frustrating how we have made it impossible for customers to contact them now, really poor customer service. I also rang 150 and left my number for them to ring me back and I received two messages via text saying we had tried to ring me to no avail when they hadn’t rang me at all as a missed call never came through, I think they automatically send out that message and refer us back to chat because it’s the only option

It’s now 10.56am and nobody at re has connected to my live chat again! What’s going on re do you call this customer service? I noticed how my chat was immediately picked up when my contract ended and I was ready to upgrade a month ago

Re: Contacting EE via we chat

Christopher_G — Fri, 23 Aug 2024 13:09:30 GMT

Hi @Angry2

Welcome to the community.

That's very strange. Are you connecting through the EE App? Do you have an active VPN?

Did you manage to get through since you last posted?

Chris

Re: Contacting EE via we chat

Angry2 — Fri, 23 Aug 2024 14:09:54 GMT

Hi Christopher
I couldn’t see where to connect via the app outside of upgrading and I
followed the link EE sent me to get onto the chat, over an hour of waiting
today I gave up again. I have attached the screenshot I took of the page
that came up once I clicked on the link 150 sent me via text

Joanne

Re: Contacting EE via we chat

Christopher_G — Fri, 23 Aug 2024 14:53:22 GMT

OK, thanks @Angry2

If you load up the EE App and log in, then select the 'help' section at the bottom, you should get a 'message us' option. If it isn't showing up, try deleting and re-installing the app.

Chris

Re: Contacting EE via we chat

Pranayraj22222 — Sat, 01 Feb 2025 16:24:06 GMT

Hi madam

Re: Contacting EE via we chat

Pranayraj22222 — Sat, 01 Feb 2025 16:24:43 GMT

How to contact customer service please

Re: Contacting EE via we chat

Linzi_H — Sun, 02 Feb 2025 08:49:26 GMT

Hi @Pranayraj22222

Welcome to the Community.

Head to our Contact EE help page for the best numbers to call the team on.

Linzi

Re: Contacting EE via we chat

jackcosgrove482 — Sat, 15 Feb 2025 13:14:01 GMT

Re: Contacting EE via we chat

Debbie_G — Sat, 15 Feb 2025 15:30:19 GMT

Hi @jackcosgrove482.

Thanks for coming to the community.

How can we help?

Debbie 🙂

Re: Contacting EE via we chat

Umasharma — Tue, 20 May 2025 13:52:17 GMT

Hii

Re: Contacting EE via we chat

Jessicawoollas1 — Fri, 18 Jul 2025 10:43:34 GMT

Hello, my phone bill was due on the 12th of a cost of £48 unfortunately i’ve not been able to pay it as the money i had left in my bank was for my phone bill and a pending transaction has been taken out and used the money and i can’t pay my bill for another 2/1.2 weeks which is when i next get money. unfortunately i really can’t afford to have my phone be suspended and cut off at this moment in time i have a family member in hospital due to cancer and really need my phone on for this.

Re: Contacting EE via we chat

Chris_S — Fri, 18 Jul 2025 11:33:43 GMT

Hi @Jessicawoollas1

I'm very sorry to hear about your family member, it's understandable that you'd need to keep your line active because of that.

We offer help and support if you can't pay your bill

I'd recommend giving us a call and speaking to a building guide who can tell you what options are available to delay your payment while keeping your phone active.

Chris S

Re: Contacting EE via we chat

Jessicawoollas1 — Fri, 18 Jul 2025 14:19:29 GMT

i’m struggling to pay my phone bill and was wondering if i could have an extension to pay it?

Re: Contacting EE via we chat

Katie_B — Fri, 18 Jul 2025 14:36:36 GMT

Hello @Jessicawoollas1.

Thanks for getting back to us.

Have you been able to follow the advice provided by @Chris_S?

Our customer care team who have account access are in the best position to look into this for you.

Katie

Re: Contacting EE via we chat

Jimmol0202 — Fri, 25 Jul 2025 15:15:08 GMT

I don’t even see the message is option it’s pathetic

Re: Contacting EE via we chat

Katie_B — Fri, 25 Jul 2025 15:25:45 GMT

Hello @Jimmol0202.

Thanks for coming here.

Are you in the UK and logged in to the EE app?

Katie

Re: Contacting EE via we chat

Taniareed39 — Wed, 30 Jul 2025 18:40:56 GMT

Hi I would like to upgrade my phone

Re: Contacting EE via we chat

Ali_A — Thu, 31 Jul 2025 07:23:36 GMT

Hi @Taniareed39

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 by calling 150 from your phone where a guide will be able to sort out the best deal we can do for you.

Ali