topic Re: NO LIVE CHAT OPTION in General Chit Chat

NO LIVE CHAT OPTION

stephrobertson9 — Wed, 02 Oct 2024 10:13:21 GMT

HI, I used to be able to use live chat on EE but never seems to be available anymore.

Is there a new way to contact them online?

Re: NO LIVE CHAT OPTION

Chris_S — Wed, 02 Oct 2024 12:14:35 GMT

Live chat is only available within your My EE account, if you log in, then select 'Help' in the bottom menu, then you'll see the 'Message us' option when its available.

Live chat isn’t available through our Contact Us page

Chris S

Re: NO LIVE CHAT OPTION

stephrobertson9 — Wed, 02 Oct 2024 13:16:45 GMT

the option for message us does not ever come up, i sit on the page for a long time and nothing

Re: NO LIVE CHAT OPTION

chrism20 — Wed, 02 Oct 2024 13:34:38 GMT

Brace yourself. When you go onto it in the app it says there is a 1h40m wait which in reality is actually 24h10m.

Re: NO LIVE CHAT OPTION

stephrobertson9 — Wed, 02 Oct 2024 14:11:42 GMT

absolutely pointless, it should be easier than this to get a hold of someone

Re: NO LIVE CHAT OPTION

Leanne_T — Thu, 03 Oct 2024 08:39:24 GMT

Hi @stephrobertson9

I am sorry you've not had a response, the message us option is not live chat and one of the team will respond when they are available.

Do you have a query we can help you with on the community?

Leanne 🙂

Re: NO LIVE CHAT OPTION

chrism20 — Thu, 03 Oct 2024 08:49:35 GMT

It's completely pointless.

In the last week I've tried to use it twice. The first time was 1:10pm last Thursday and a guide finally replied at 1:24pm on Friday and I was then told I wasn't responding to them quickly enough.

The second time took 16 hours to get someone to answer, they confirmed my name and three days later I'm still waiting on anything else being said.

Phoned up and was tutted at.

Whatever all these best network awards are for they sure aint for customer service or satisfaction.

Re: NO LIVE CHAT OPTION

Leanne_T — Thu, 03 Oct 2024 12:20:16 GMT

Hi @chrism20

I am very sorry to read of your experience.

Did you get your query solved when you called?

Leanne.