topic Re: Speak to a real person in General Chit Chat

Speak to a real person

katemayyoung — Wed, 15 Jan 2025 10:41:21 GMT

EE seem very proud to announce that they've been the best provider for x number of years but the customer service is indescribably bad. I know real people cost money but if you want to be considered the best mobile provider a 'bot' is not the way to deal with customers. Does anyone know how to speak to someone when the issue you have cannot be covered by pinging you a generic text message. I cannot describe how frustrated I am by this - enough to make me change provider? Probably. There used to be a feint option of using live chat but I guess this had to also be staffed by real people so even that option seems to have been cast aside. Its appalling. Why are we still giving money to these organisations that treat their customers so badly.

Re: Speak to a real person

Profile closed — Wed, 15 Jan 2025 10:55:46 GMT

@katemayyoung

Whatever EE say, my experience aligns more closely with this ⬇️

But is anywhere else any better? Nothing in the UK seems to work right these days.

We pay high prices for utilities and services but customer service is cut to the bone. The only way I got anything done with my BT>EE issues was by complaining to the Executive.

Whatever your issue is, good luck.

Re: Speak to a real person

Peter_W — Wed, 15 Jan 2025 12:34:06 GMT

Hi @katemayyoung, welcome back to the EE Community.

What was it you were looking to speak with our team about?

Whilst we have automated systems for helping to route queries, you should absolutely be able to speak with a Guide, and I'm keen to make sure we help point you in the right direction.

Peter

Re: Speak to a real person

Chris_B — Wed, 15 Jan 2025 13:33:49 GMT

@katemayyoung Stop selecting option one when you call custom support and listen to the options given you need to press option 2

Re: Speak to a real person

katemayyoung — Wed, 15 Jan 2025 13:46:14 GMT

I haven't been using option 1. I also thought that option 2 would work but I ended up just going through all the options until I got the closest I could to my query and then it reverted to...." we've just texted you all the information you need so all you need to do is hang up"! Very frustrating. Obviously EE are monitoring this as I very quickly got an email saying send us a number and we'll call you - which they did, but the guy who I spoke to wasn't able to help. He didn't seem to understand my question (maybe I didn't word it very well ) but I didn't feel as though I was any further on. Surely is shouldn't be so difficult to just get a call answered quickly by a real person. The 'bot' option can be a great help and lots of people will use it happily but there are times when it just doesn't cut it!

Re: Speak to a real person

Peter_W — Wed, 15 Jan 2025 14:47:09 GMT

Thanks for the feedback here @katemayyoung.

What was it you were wanting to query?

Peter

Re: Speak to a real person

katemayyoung — Thu, 16 Jan 2025 12:33:57 GMT

Sorry Peter you might get this twice! Thank you for getting back to me. I have sorted my query now.

Re: Speak to a real person

Peter_W — Thu, 16 Jan 2025 13:02:40 GMT

Thanks for coming back to let us know @katemayyoung.

I'm really glad to hear you managed to get that sorted in the end, too.

You take care,

Peter