Contacting EE via we chat

[Angry2]

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Today 23 August 2024 I am trying again to contact via their chat to ask a question about one of my contracts. I have been waiting for six minutes so far, the other day I hung on for two hours and nobody picked up my message after it said they were connecting me to a guide. I find it so frustrating how we have made it impossible for customers to contact them now, really poor customer service.  I also rang 150 and left my number for them to ring me back and I received two messages via text saying we had tried to ring me to no avail when they hadn’t rang me at all as a missed call never came through, I think they automatically send out that message and refer us back to chat because it’s the only option

It’s now 10.56am and nobody at re has connected to my live chat again! What’s going on re do you call this customer service? I noticed how my chat was immediately picked up when my contract ended and I was ready  to upgrade a month ago

[Jessicawoollas1]

Hello, my phone bill was due on the 12th of a cost of £48 unfortunately i’ve not been able to pay it as the money i had left in my bank was for my phone bill and a pending transaction has been taken out and used the money and i can’t pay my bill for another 2/1.2 weeks which is when i next get money. unfortunately i really can’t afford to have my phone be suspended and cut off at this moment in time i have a family member in hospital due to cancer and really need my phone on for this. 

[Chris_S]

Hi @Jessicawoollas1 

I'm very sorry to hear about your family member, it's understandable that you'd need to keep your line active because of that.

We offer help and support if you can't pay your bill

I'd recommend giving us a call and speaking to a building guide who can tell you what options are available to delay your payment while keeping your phone active.

Chris S

[Jessicawoollas1]

i’m struggling to pay my phone bill and was wondering if i could have an extension to pay it? 

[Katie_B]

Hello @Jessicawoollas1. 

Thanks for getting back to us. 

Have you been able to follow the advice provided by @Chris_S?

Our customer care team who have account access are in the best position to look into this for you. 

Katie

[Jimmol0202]

I don’t even see the message is option it’s pathetic 

[Katie_B]

Hello @Jimmol0202. 

Thanks for coming here. 

Are you in the UK and logged in to the EE app?

Katie

[Taniareed39]

Hi I would like to upgrade my phone 

[Ali_A]

Hi @Taniareed39 

The best way to order your upgrade is through the EE app or on our website at Upgrade | EE

Alternatively you can call the upgrade team directly by calling 150 from your phone where a guide will be able to sort out the best deal we can do for you. 

Ali