Communication

[Stev87]

is anybody else completely disappointed with the lack of communication with EE. no matter what I do or how I try I cannot speak to anybody over the phone at EE  all I get is an automated service  it doesn’t matter what button you press or what you say down the phone you cannot speak to anybody with a pulse

[MarleyBoxer14]

Yep feel exactly the same, and have the same problem with EE and many other Companies. 

I am profoundly Deaf, can’t hear anything. Using the phone and automated services is a no go for me. I start to loose temper with them and have to ground myself. It’s so so frustrating. 

EE decided to put £500 on my bill a few months ago, as I couldn’t talk to anyone only way I could sort it was to contact the executive team. Still took over three weeks but ping pong email. 

it’s the same with many Companies now. My other phone line is with Vodafone, they’ve introduced “ just ask once “ which I must say appears to work when I contact them. 

But, yep sadly EE is not easiest Company to communicate with it’s all barriers. 

[Peter_W]

Welcome to the Community, @Stev87 

We're disappointed to hear that you've struggled to get in touch with our team recently.

When you give us a call, initially this will try to direct you to our automated visual service, but if you press 2 it will bypass this, and you should receive the normal phone menu instead.

Peter

[Peter_W]

Thanks for taking the time to share your experience here too, @MarleyBoxer14 

This is never how we'd want you to be left feeling, and we always aim to make getting in touch accessible for all of our customers. 

If you haven't already, I'd recommend checking out the page below, which gives more details on the support options we have available for customers that are hard of hearing or struggle to speak over the phone:

Communication support | Accessibility services and support | EE

Peter