topic Re: Upgrade calling nonsense in Orders

Upgrade calling nonsense

paullec78 — Fri, 13 Sep 2024 18:57:13 GMT

Never had a company make you call them because you make a purchase. 10 years and upgrade phone online to get the std call to progress order email.
4 times tried to ring and lastly get a voice saying " 2 hrs wait" . Seriously, do EE expect customers to constantly try to ring them ?

Re: Upgrade calling nonsense

Northerner — Fri, 13 Sep 2024 19:02:23 GMT

Hi @paullec78

You are calling becase EE have asked you to call.

Thanks

Re: Upgrade calling nonsense

Chris_B — Fri, 13 Sep 2024 19:02:59 GMT

@paullec78 It’s to cross the T and dot the i and to make sure it’s actually you doing this and not someone who might if gained access to your account making you pick the bill for a phone you have no knowledge off. I’m sure this is the last thing you want,

Re: Upgrade calling nonsense

paullec78 — Fri, 13 Sep 2024 19:05:14 GMT

I get that but they should be ringing you when they come to process.

Re: Upgrade calling nonsense

Chris_B — Fri, 13 Sep 2024 19:11:48 GMT

@paullec78 Yes because they have time to call you when it’s you doing the ordering Instead of helping other customers who are calling customer services.
It’s your order and you call when it’s convenient for you to call. What happens if you are in a position not take that call at that time.

Re: Upgrade calling nonsense

Peterldavey — Fri, 13 Sep 2024 19:17:05 GMT

Same here seems pointless

Re: Upgrade calling nonsense

paullec78 — Fri, 13 Sep 2024 19:19:53 GMT

They ask for pin code to make sure its you , the address is registered to the delivery and card details , there no real justification to having to ring up in this day and age and then get met with 30 mins plus waiting times. You say "your"order and you say when " you" are convenient, when do working people have hours to wait on the phone , like trying to get oasis tickets.

Re: Upgrade calling nonsense

Schockwave — Sat, 14 Sep 2024 11:16:26 GMT

@paullec78 , they are probably very busy with the pre-orders for the Apple devices and this takes time, when upgrading, so I would suggest waiting and trying at a later time, and you may not have such a long wait.

They answer phone calls on a first come first serve basis, you should also be able to press a button for a call back, I believe.

Re: Upgrade calling nonsense

Chris_B — Sat, 14 Sep 2024 11:59:47 GMT

@paullec78 Like you say you are working so it’s not convenient for you at that time to take a call. Your comment starts off at 30 minutes and then at the end of it you’re stating three hours waiting time before you can speak to customer services. Customer services don’t control the number of calls they’re receiving and like you other people want to speak with them as well . The longest I’ve waited is around 25mins and I don’t expect to be given priority over anyone who has called before me perhaps some customers do.

Re: Upgrade calling nonsense

paullec78 — Sat, 14 Sep 2024 13:23:27 GMT

It's now the 5 th time , if you want me to fully note the amount of times I've rang then I will, maybe it was convenient to ring at 1pm but at 1.30 it's now not convenient 🤷🏼‍♂️

Last night on way home, recorded messages says 3hrs . This morning at 8am it's say 30mins , then at 9.30am it says 1hr . This is the same time and time again.

You say customer service cannot control the amount of calls. True, but they don't help with asking nearly everyone to ring up do they. ? Perhaps if this nonsense wasn't happening the people who needed technical or bill help could get through in a timely matter,. Then me constantly trying to get through over a upgrade which pretty much could be delt easily without the extra calls especially when I've paid for the phone.

Re: Upgrade calling nonsense

Schockwave — Sat, 14 Sep 2024 13:26:22 GMT

@paullec78 , you should have stayed on the line if the message said 30 minutes this morning, unfortunately this happens with most places you ring, this is why I choose a time when I am likely to get through or leave it until I can within 30 minutes.

Re: Upgrade calling nonsense

peterjpt — Wed, 06 Nov 2024 16:53:56 GMT

I have had an "end of contract" email from EE which says click link to find out more about an upgrade at lower cost than dropping-off contract price. The link goes to a message saying "technical fault" ring this number .........

What do I get - There is a 30 minute wait to speak to one of our guys. (no girls?)

It seems the only way to avoid the "no contract period" price is to sign-up to cheaper Vodafone and they will terminate my EE relationship (will they have to wait 30 minutes??)

Re: Upgrade calling nonsense

Rach_H — Thu, 07 Nov 2024 08:48:54 GMT

Hi @peterjpt,

We want to find you the very best option when it comes to your upgrade, so I'm sorry to hear you're having trouble with using the link, and there has been a long wait time when you've called.

Do you still have the same issues with the link if you try clearing the cookies and cache?

Is the wait time still the same regardless of when you try calling?

Rach