topic Re: Support issues in Broadband & Landline

Support issues

MichaelB311 — Thu, 16 Jul 2026 13:50:51 GMT

Why do I keep getting referred to a chat bot whenever I try to call EE over a pressing issue?
could someone please explain this and also do something about it?

Re: Support issues

Northerner — Thu, 16 Jul 2026 14:04:02 GMT

Hi @MichaelB311

Becase it is an automated service.

Thanks

Re: Support issues

MichaelB311 — Thu, 16 Jul 2026 14:19:55 GMT

It’s the 150 I always call and it sends me to the chat room and I would prefer to talk to somebody as it’s a number of issues I would like to discuss.

I will try the other number that you gave me. I hope there is a change with that.

Re: Support issues

XRaySpeX — Thu, 16 Jul 2026 15:54:23 GMT

Try calling EE CS on the Freephone no.(Opt 1) in my sig. instead of 150. It's more likely to get you thro' to a person.

Re: Support issues

ee_user14 — Thu, 16 Jul 2026 16:04:27 GMT

@XRaySpeX wrote:
Try calling EE CS on the Freephone no.(Opt 1) in my sig. instead of 150. It's more likely to get you thro' to a person.

Not entirely sure "which number you call" has half as much bearing as just choosing the right menu option. Don't get caught up with trying to find an exact match for your query - choose the nearest and then just bide your time.

The IVRs are fundamentally the same on the back-end.

Re: Support issues

XRaySpeX — Thu, 16 Jul 2026 16:44:45 GMT

@ee_user14 : Well, whenever I use the Freephone no. I never end up with a chat bot like described here but just a short IVR: Home (1) > BB (1) > Faults (2) > Wait > Person. From descriptions I've seen here about 150 (don't/can't use) that is completely unlike my experience..

Re: Support issues

MichaelB311 — Fri, 17 Jul 2026 10:29:09 GMT

The calls refers people to text service. Really frustrating and it has been going on for months.
I think there must be a better way to support your customers.

Re: Support issues

Chris_B — Fri, 17 Jul 2026 12:06:51 GMT

@MichaelB311 instead of selecting option one when you call listen to the other options. I use option 2 and always speak with an agent.