topic Re: How to get in contact with a customer service person in Broadband & Landline

How to get in contact with a customer service person

Rick651 — Fri, 07 Feb 2025 12:15:17 GMT

I am being sent text messages and emails advising to return my BT wifi disc or I will be charged... as I did not have a wifi disc from BT I have nothing to return -- but I cannot get to speak to anyone at EE to discuss this, the test and emails and non return messages -- how do I get in touch to speak with someone??? tried ring the 0330 number but the options are not anything that helps me contact someone

Re: How to get in contact with a customer service person

Schockwave — Fri, 07 Feb 2025 13:28:01 GMT

Hello @Rick651 ,

Welcome to the community,

You can ring customer service either by using your phone’s keypad on 150 and then pressing option 2 or by ringing them using the numbers in my signature, not sure about ringing BT, though.

Re: How to get in contact with a customer service person

Peter_W — Fri, 07 Feb 2025 14:36:49 GMT

Hi there @Rick651, welcome to the EE Community 😊

Have you recently made the switch from BT to to EE, or are you unaware of having a BT contract?

If you could pop through a screenshot of the text you got here, making sure to hide any personal information, that would be perfect too.

Peter

Re: How to get in contact with a customer service person

Rick651 — Mon, 10 Feb 2025 10:18:33 GMT

Hi Peter

I have recently switched from BT to EE, and upgraded to fibre. so when my fibre box arrived and was installed by the engineer, I returned the Halo BT box, and have had the confirmation that EE have received it, but they think I had a WIFI disc too, which I had not, and this is what I am receiving text and emails about, to return the disc I dont have or I will be charged £30.00 for non return

Re: How to get in contact with a customer service person

Christopher_G — Mon, 10 Feb 2025 12:28:11 GMT

Hi @Rick651

Thanks for explaining.

There's a live chat service and a contact number for BT's customer service team here on their contact BT page.

Once you get through to someone, they should be able to look into this for you.

Chris

Re: How to get in contact with a customer service person

Rick651 — Wed, 12 Feb 2025 17:19:09 GMT

Hi Christopher

I have tried the message and chat, but just keep going around in circles, cannot get through to a real person to speak to...

Re: How to get in contact with a customer service person

Rick651 — Wed, 12 Feb 2025 17:21:18 GMT

looks like this is the only way to try and speak with them , but these are different numbers to what they put on the text and emails to contact them, I tried the 0330 numbers but the wait time is always 2 hours???

Re: How to get in contact with a customer service person

Linzi_H — Thu, 13 Feb 2025 08:44:19 GMT

Hi @Rick651

Have you tried 0330 1234 150 to speak to the team? If you're going around in circles, just try getting through to Customer Services, and they will connect you to the right place.

What happens when you try to call the numbers on your email or texts?

Linzi

Re: How to get in contact with a customer service person

Rick651 — Thu, 13 Feb 2025 13:30:02 GMT

Hi Linzi

I have tried the 0330 number but the options given do not connect me to the correct person to advise that I do not have a wifi disc to return...

Re: How to get in contact with a customer service person

Rick651 — Thu, 13 Feb 2025 13:35:03 GMT

I have tried the 0800 numbers the 0330 numbers all automated, and the options do not give an indication of who to talk to to advise that I do not have a WIFI Disc to return and do not want charging £30 for the non return... any other ways of actually speaking to a human being??

Re: How to get in contact with a customer service person

Linzi_H — Thu, 13 Feb 2025 13:39:42 GMT

I'm not too sure why you aren't able to speak to a member of the team, but it will be automated at the start for you to select specific options. Please call 0330 1234 150 and then select options 2, 1, and 1. This will then connect you to an advisor @Rick651

Linzi

Re: How to get in contact with a customer service person

Rick651 — Thu, 13 Feb 2025 13:52:42 GMT

hi Linzi

finally went through the EE sales line - 0800 956 6000 number and spoke to an advisor who resolved my issue, but then had to go through the hard sell to upgrade broadband and mobile phone - but at least resolved the wifi disc return

Re: How to get in contact with a customer service person

Linzi_H — Thu, 13 Feb 2025 14:53:40 GMT

Thanks so much for letting us know you're all sorted out @Rick651

Linzi