topic Re: Upgrades require a call but CC completing overloaded in Orders

Upgrades require a call but CC completing overloaded

tcallway — Sat, 16 Sep 2023 11:18:33 GMT

I’ve been a customer for many years and am upgrading my phone to the latest iPhone. I pay DD so you already know all my details and yet you’re insisting that I call your CC in order to confirm my details…. Ok… I called this morning and sat on hold for 25 mins before giving up. I called again this afternoon and my call wouldn’t even connect. I appreciate you’re busy and I have absolutely zero desire to speak to a customer agent let alone listen to musak for 30mins. Why do I have to call? Just upgrade my phone. Thanks

Re: Upgrades require a call but CC completing overloaded

James_B — Sat, 16 Sep 2023 13:41:06 GMT

Hi @tcallway,

Welcome to the EE Community. 🙂

I'm sorry to hear there is a longer than usual to connect with our digital sales team.

It sounds like an additional security check is required to complete your order.

James

Re: Upgrades require a call but CC completing overloaded

tcallway — Sat, 16 Sep 2023 13:46:51 GMT

But it’s just an increase to an existing DD made by a customer with a ~15
years track record with you. You need more automation in the upgrading
process. Overloading your CC lines results in a very poor customer
experience.

Re: Upgrades require a call but CC completing overloaded

James_B — Sat, 16 Sep 2023 13:49:34 GMT

Hi @tcallway,

I understand your frustration. These checks are in place to prevent fraud and unauthorised upgrade orders.

James

Re: Upgrades require a call but CC completing overloaded

J3d1c4nn4 — Sat, 16 Sep 2023 13:50:53 GMT

I’m having exactly the same experience - have spent over 3 hours on hold over 4 different attempts to get through. Why can’t it be dealt with via chat? All the while, the chance of getting the phone on launch day becomes slimmer and slimmer. Not a good experience at all

Re: Upgrades require a call but CC completing overloaded

tcallway — Sat, 16 Sep 2023 14:03:05 GMT

And you can’t do that with an automated system that doesn’t involve me sitting on your completely overwhelmed CC lines? Either properly resource your CC lines so your customers can get through or provide a low-touch, two-factor authorisation process similar to that used by countless other service providers.

Re: Upgrades require a call but CC completing overloaded

James_B — Sat, 16 Sep 2023 14:09:46 GMT

Hi @tcallway,

The vast majority of orders are completed without any manual intervention, but sometimes additional security checks are required.

I'm sorry that this has been the case with this particular order.

James

Re: Upgrades require a call but CC completing overloaded

tcallway — Sat, 16 Sep 2023 14:22:33 GMT

I think you just have to admit that your CC are inadequately resourced. I’ve now spent 60mins today sitting on hold. It’s simply not acceptable.

Re: Upgrades require a call but CC completing overloaded

James_B — Sat, 16 Sep 2023 14:24:34 GMT

Hi @tcallway,

We're experiencing an exceptionally high volume of calls this weekend due to the launch of the iPhone 15.

I'm very sorry for any inconvenience caused.

James

Re: Upgrades require a call but CC completing overloaded

Steets — Sat, 16 Sep 2023 14:25:20 GMT

In the case of an upgrade, EE should be contacting the customer rather than relying on the customer to be on hold for a ridiculous amount of time. I've been held in a queue for a total of 2 hours since yesterday, and when I did finally get through I was put on hold again before getting cut off. Extremely frustrating experience.

Order tracking not working either.

Re: Upgrades require a call but CC completing overloaded

marc00s — Sat, 16 Sep 2023 19:10:07 GMT

@James_B I’m gonna beg to disagree with you about the checks.

there’s a thread full of people who all had exactly the same issue.

i myself have been a customer for over 10 years, i have multiple lines, EE know my order history and spending patterns and can easily predict that I’m gonna upgrade to the new iPhone.

The security check is clearly the company line and a cover for the fact that some of the call handlers don’t know what they’re doing & that the system couldn’t cope so it chucked out a load of orders and if you’re a long standing customer you’re just expected to put up with it.

The lady this morning thought that waving a £6.95 delivery charge that I’ve never paid before was a gesture of good will that would make up for the trauma of that hold music for a total of 4 hours yesterday and today. Lol. I can handle waiting two more weeks for the phone but nothing will make up for the trauma of that awful awful music.

Re: Upgrades require a call but CC completing overloaded

tcallway — Sat, 16 Sep 2023 20:43:58 GMT

And you couldn’t have anticipated that? EE’s inability to provided adequate customer service should not be something your customer’s should put up with if they’re paying £100 per month.

Re: Upgrades require a call but CC completing overloaded

AlansSnackbar — Sun, 17 Sep 2023 00:22:19 GMT

its because the upgrade system crashed, and did not work.

Especially effected anytime upgrades

Re: Upgrades require a call but CC completing overloaded

Tk29009 — Sun, 04 Aug 2024 14:26:42 GMT

I'm having the same issue today...just trying to upgrade my phone via the app - ordered no problem paid the small charge and got email confirmation only to be told they need more information - although signing in via the app takes you through these checks including biometric!!!

Been on hold for a total of 3 hrs today which is ridiculous and no way to treat customers and still no where near getting through - although the message told me my call should be answered in 30 minutes

EE call center is a joke and should be used by companies to demonstrate how not to run a call center

Re: Upgrades require a call but CC completing overloaded

Leanne_T — Mon, 05 Aug 2024 07:57:13 GMT

Morning @Tk29009

I am sorry you have waited longer than expected to speak to one of the team yesterday.

If we send an email or text advising to call after the order has been placed we do require some further details or to discuss the order with you.

Has this now been sorted for you since you last posted?

Thanks 🙂

Leanne.

Re: Upgrades require a call but CC completing overloaded

Tk29009 — Mon, 05 Aug 2024 09:06:37 GMT

Hi Leanne

Unfortunately not as I gave up after trying to contact the CC for a third time, I was on hold for 1hr and 24 minutes that time (apparently my call aimed to be answered within 35!) I basically spent over 4 hrs on hold yesterday as had to drop off to go do other things with the family

To be honest I don't have the time to sit around listening to music for hours on end

Ill try again today when I'm on my lunch break (hoping it'll be quieter as it's a Monday!), if no good I'll just cancel the upgrade and do a charge back via my bank for the fees.

Thanks for asking

Re: Upgrades require a call but CC completing overloaded

Leanne_T — Mon, 05 Aug 2024 09:36:11 GMT

I understand, hopefully this is all sorted for you today on your lunch break @Tk29009

Let me know how you get on 🙂

Leanne.