topic Re: Live chat never became available for an entire day in SIM cards & Porting

Live chat never became available for an entire day

michaelnorth88 — Tue, 09 May 2023 21:58:21 GMT

Having lost my phone, cards and ID, I ordered a replacement SIM to go with a new phone i've ordered.

The new SIM arrived yesterday but to activate it I need to get a code to the old SIM, which i can't do, because I don't have the sim or phone.

- I cannot go to an EE store as this requires ID which i lost with my phone.
- I cannot call help as I don't have a working phone.
- I cannot contact a friend to lend me a phone as I have no phone.
- I can't buy a PAYG phone as all my cards are cancelled and I need to recieve a text for 2FA to order new ones. (can cancel without 2FA)

So the only option is to use the live chat who can manually do this for me.

I sat on the contact us page all day from 8AM to 10:30PM today waiting for the start conversation button to appear and It did not appear once all day.

I literally have no options to get this sim activated and restart my life.

Re: Live chat never became available for an entire day

James_B — Wed, 10 May 2023 06:35:05 GMT

Hi @michaelnorth88,

You can access live chat at ee.co.uk/contact-ee/account-billing/mobile after 8am.

Hope this helps. 🙂

James

Re: Live chat never became available for an entire day

michaelnorth88 — Wed, 10 May 2023 16:52:18 GMT

I've been sat on the screen for another day and the button has not appeared once, yet again.

Re: Live chat never became available for an entire day

Leanne_T — Wed, 10 May 2023 17:05:09 GMT

Hi @michaelnorth88

Please see our get in touch page here, there is an option for a message us option.

The 'start conversation' is showing available for me now, is this showing?

If not, please make sure you have pop ups enabled on the webpage you are using, or try another browser to see if this shows.

Leanne.