I urgently need to contact EE via email. Please help.

[Becky1361]

After countless hours on the phone including 6 hours yesterday, trying to sort a miss sold contract, and activate my new Sim,  I was cut off. I can’t make phone calls. I have had no further contact from EE.. I  have emailed 3 people at EE including the CEO and have had no response. I drive home alone at 1am every morning after work and do not want to do this with no way of making an emergency call.

[XRaySpeX]

@Becky1361 : EE provide no email contact. You need to phone them. See my sig. below.

[bristolian]

How were things left when you contacted EE-CS by phone yesterday - what advice did they give? Pursuing that is the right thing to do here.

[Peter_W · Accepted solution]

Good afternoon @Becky1361.

Thanks for reaching out to us here on the Community. 

I totally get that you'll want this to be resolved as quickly as possible, and whilst our complaints team do review emails sent to our executive office, we recommend it can take up to 7 days for any case to be picked up. 

If you have another phone available to use we would recommend calling on the contact numbers that @XRaySpeX highlighted, and you can also find more details here:

Contact Us About Mobile Billing and Account | EE

If you need your SIM more urgently, my best recommendation would be to visit one of our stores, where we can bring up your account and activate a new SIM right away, free of charge. 

You'll just need photo ID in the form of a valid passport or UK Driving Licence photocard.

Peter

[DoesntMatter1]

Hi,

I called EE at the end of January to inform them that I was leaving the country, and asked them to cancel my contract. I requested that all fees be included to my final bill to enable me to pay it prior to my departure. When I called to pay the final bill, I was charged my usual monthly bill so I proceeded to pay that. The line is no longer active, and I have made several attempts to view my bill (if any) via the app to no avail. Can you please confirm that there's no outstanding balance on my account?

[XRaySpeX]

@DoesntMatter1 : This user discussion forum can have no access to your specific account & so cannot confirm anything specifically about it.. You need to raise this with CS.

[DoesntMatter1]

What's CS? Customer Service?
How do I get in touch with them as they don't have an email address or a live chat feature?
I'm unable to call them from abroad

[XRaySpeX]

Yes, @DoesntMatter1 , Customer Service. Try calling EE CS on the Freephone no.in my sig. using a web-calling app over WiFi.

[ROXY_]

EE, are you even OKAY there..? THIS needs to be addressed urgently.

Customers are repeatedly asking for something incredibly basic: a contact email or a functioning support chat. The fact that BUSINESS accounts get 24/7 support while regular customers are left without any real way to get help is not just frustrating, it’s unacceptable.

PLEASE fix this. This is damaging your reputation.

Right now, your support system feels outdated, inaccessible, and ineffective. People are actively trying to reach you and being ignored — that’s not a small issue, that’s a fundamental failure in customer service.

If you’re a customer-facing company, then act like one.
Give people a real way to contact you, and do it now.

[bristolian]

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@ROXY_ wrote:

PLEASE fix this. This is damaging your reputation.

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I'm curious what you base this on? Given that none of the UK's 4 MNOs offer email support. And the majority of MVNOs don't, either.

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@ROXY_ wrote:

Give people a real way to contact you, and do it now.

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What makes a phone-call, not a "real way", out of interest? There's never been a requirement to use your EE phone to contact CS, any working phone will suffice.

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@ROXY_ wrote:

The fact that BUSINESS accounts get 24/7 support

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Business customers don't get 24/7 support. On what do you base this claim?