topic Re: It's impossible to speak with a human at EE. in Broadband & Landline

It's impossible to speak with a human at EE.

Idle001 — Mon, 24 Mar 2025 13:55:48 GMT

Wasted over an hour trying to speak with a human at EE.

150 is a waste of time if you have a query not covered by their options.

Try seeking help for somebody . It is appalling customer service despite listening to Kevin Bacon saying how great EE is at customer service.

I ended up speaking with sales, as if I was a prospective customer. The lady could halp so much, but of course I could only do so much on behalf of another.

GDPR and all.

Perhaps I should recommend she switches her provider to one that is staffed by humans?

Re: It's impossible to speak with a human at EE.

XRaySpeX — Mon, 24 Mar 2025 14:03:16 GMT

What's the issue? Perhaps we can help.

Re: It's impossible to speak with a human at EE.

Chris_B — Mon, 24 Mar 2025 14:05:03 GMT

@Idle001 You pick the closest issue to your issue.

Customer support will not help you with someone else’s issue unless that person has given EE permission to deal with you and for that to happen they need to speak with customer support first

Re: It's impossible to speak with a human at EE.

Idle001 — Mon, 24 Mar 2025 15:06:10 GMT

Yes, that's obvious. But you can't speak to a human in the first place. All the automated front end simply prevents communicating.
How do elderly folk get through and gain help when you can't speak to a human?

Sent from Outlook for Android<>

Re: It's impossible to speak with a human at EE.

Schockwave — Mon, 24 Mar 2025 15:30:17 GMT

@Idle001 , when you phone, make sure that you press 2 for broadband and landline and then 2 and you should get through to a person.

Re: It's impossible to speak with a human at EE.

Idle001 — Tue, 25 Mar 2025 10:32:10 GMT

Thank you for the reply but it doesn't work. It just passes to a BT bot which proceeds to test the line, reset it etc. At no point are you invited to speak to a human.
I am truly disheartened by this treatment of customers.

Sent from Outlook for Android<>

Re: It's impossible to speak with a human at EE.

Katie_B — Tue, 25 Mar 2025 11:01:50 GMT

Hi @Idle001.

When calling 150 please select option 2 and not option 1 for our visual service.

This should take you through to being able to select option 1 for mobile or option 2 for home.

After selecting option 2, you will be given a list of options for your query.

Katie

Re: It's impossible to speak with a human at EE.

Idle001 — Tue, 25 Mar 2025 12:00:10 GMT

Thank for the reply.
Probably best you try those options yourself, as it simply walks you through options to test the line etc. No human interaction at any stage. All automated responses.
I dialled 150.

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Re: It's impossible to speak with a human at EE.

Katie_B — Tue, 25 Mar 2025 12:08:07 GMT

Hi @Idle001.

What was the query?

I'll give 150 a call and try provide some steps.

Katie

Re: It's impossible to speak with a human at EE.

Idle001 — Tue, 25 Mar 2025 12:26:10 GMT

Hello,

I'm simply trying to speak with a human , to understand where a fellow stroke survivor can call to get help with her EE router/ poor wifi. The elderly lady is not tech savvy, can hardly see or walk since her stroke, yet relies upon the wifi signal for health monitoring devices to send notifications to her phone.
I was simply trying to establish how she can ensure her home broadband/ wifi is working correctly as I believe her wifi signal is poor but expecting her to reset her router and expecting it to spring back to life would be too much to ask or expect. Maybe the router has seen better days but she needs someone on the phone to talk her through what to do.

I can't conduct that dialogue with EE's automated options.
How can advise this fellow stroke survivor on who to call and what to expect?
150 would not be the answer given my own experience.

Kind Regards

I Lyon

Re: It's impossible to speak with a human at EE.

bristolian — Tue, 25 Mar 2025 12:32:14 GMT

You may well find that "boots on the ground" help here is far better than any remote-based telephone support.

Perhaps a local IT bod or suchlike would be a good place to look. They should also know to separate the concept of the broadband line to the router being one connection, and the in-home wireless being another.

Someone at the other end of a phone-line will only be able to go so far in this scenario.

Re: It's impossible to speak with a human at EE.

Katie_B — Tue, 25 Mar 2025 12:33:13 GMT

Hi @Idle001.

There is the option to Fix An EE Broadband Connection online.

Should the customer wish to speak with an agent the steps would be the following:

Option 2 > Option 2 > Option 1 > Option 1 > Option 2.

The caller will then receive a text to complete some tests, an agent will then call the customer if needed.

Katie

Re: It's impossible to speak with a human at EE.

XRaySpeX — Tue, 25 Mar 2025 12:51:18 GMT

Don't use 150. Try calling CS on the Freephone no. (Opt. 2) in my sig.