It's impossible to speak with a human at EE.

[Idle001]

Wasted over an hour trying to speak with a human at EE.

150 is a waste of time if you have a query not covered by their options.

Try seeking help for somebody . It is appalling customer service despite listening to Kevin Bacon saying how great EE is at customer service.

I ended up speaking with sales, as if I was a prospective customer. The lady could halp so much, but of course I could only do so much on behalf of another. 

GDPR and all.

Perhaps I should recommend she switches her provider to one that is staffed by humans?

[XRaySpeX]

What's the issue? Perhaps we can help.

[Chris_B]

@Idle001 You pick the closest issue to your issue.  

Customer support will not help you with someone else’s issue unless that person has given EE permission to deal with you and for that to happen they need to speak with customer support first 

[Idle001]

Yes, that's obvious. But you can't speak to a human in the first place. All the automated front end simply prevents communicating.
How do elderly folk get through and gain help when you can't speak to a human?

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[Schockwave]

@Idle001 , when you phone, make sure that you press 2 for broadband and landline and then 2 and you should get through to a person.

[Idle001]

Thank you for the reply but it doesn't work. It just passes to a BT bot which proceeds to test the line, reset it etc. At no point are you invited to speak to a human.
I am truly disheartened by this treatment of customers.

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[Katie_B]

Hi @Idle001. 

When calling 150 please select option 2 and not option 1 for our visual service. 

This should take you through to being able to select option 1 for mobile or option 2 for home. 

After selecting option 2, you will be given a list of options for your query. 

Katie

[Idle001]

Thank for the reply.
Probably best you try those options yourself, as it simply walks you through options to test the line etc. No human interaction at any stage. All automated responses.
I dialled 150.

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[Katie_B]

Hi @Idle001. 

What was the query?

I'll give 150 a call and try provide some steps. 

Katie 

[Idle001]

Hello,

I'm simply trying to speak with a human , to understand where a fellow stroke survivor can call to get help with her EE router/ poor wifi. The elderly lady is not tech savvy, can hardly see or walk since her stroke, yet relies upon the wifi signal for health monitoring devices to send notifications to her phone.
I was simply trying to establish how she can ensure her home broadband/ wifi is working correctly as I believe her wifi signal is poor but expecting her to reset her router and expecting it to spring back to life would be too much to ask or expect. Maybe the router has seen better days but she needs someone on the phone to talk her through what to do.

I can't conduct that dialogue with EE's automated options.
How can advise this fellow stroke survivor on who to call and what to expect?
150 would not be the answer given my own experience.

Kind Regards

I Lyon