EE - PHONE + BROADBAND NOT WORKING

[Seano4D]

Hello all, 
im having problems with EE ever since I signed up to them, I went with a broadband connection that was free for 3 months (then they took 165 payment on first month and couldnt tell me the reason) (I have since been refunded but now payments are not being taken from my account but EE are threatening to cut me off) (broadband bills not being taken out but mobile bill is)

the only way I can make a payment is to call them or use the app (which is severly broken)

I made a silly choice to change my sim to EE contract too as its cheaper with the broadband but since they activated that my calls function ingoing/outgoing are now forever disabled (so I cant call EE to sort this out) (I also have checked my phone settings over and over to see if its something disabled on my end but it is not)

Is there any way to contact EE without the App or Telephone number? 
the app is terrible and never loads and my calls are broken (mobile internet + mobile texts works fine)

[JimM11]

@Seano4D HELP to 66033, GUIDE to 66033 as text's or dial 150 from your EE Mobile, and say you want to talk about your broadband account!

Help above and the Contact us explains it all!

[Schockwave]

@Seano4D , just to add, you will now have to wait until the morning, as no one will answer now, as EE customer service is closed, but will be open from 0800 hours.

[Peter_W · Accepted solution]

Good morning @Seano4D.

Welcome to the Community, and I'm disappointed to hear you've had so much trouble since switching to us, too.

If texts and data are working without issue, but you're unable to make calls at the moment, this would normally suggest that something isn't quite right with how your plan has been set up.

If you're not able to use the app for our messaging service, then calling up from a different phone is probably going to be your best bet, as ultimately once this issue has been resolved, it will make it easier for you to get in touch to sort the broadband issues too.

The text service that @JimM11 mentioned is a great option for broadband faults, as this runs all the necessary checks on your line and some troubleshooting steps, and can even help you get an engineer booked.

If there isn't a direct fault though the next step would usually be getting a Guide to call you, which understandably isn't going to work if your incoming calls are being blocked, too.

You can find the details of how to call from another phone here, or if that's not an option you can also visit one of our retail stores, and they can help you get put in touch with our team.

Peter

[JimM11]

@Peter_W Hard one to deal with when serious lack of connection from the OP's thread! Was looking at text as the only way to kick it off then get on wi-fi calling if it would work as a potential work around!

[Peter_W]

@JimM11 I agree absolutely, it's a great way to get a bit of initial movement, especially if there's a broadband fault!

If texts and mobile data are working though, but calls aren't, it's leading me to think the call issues are likely something account based rather than due to network coverage, so WiFi calling would likely be impacted in the same way.

Fingers crossed one of the options I mentioned above should help them speak with someone 🤞

Peter