Anyone else find they they CANNOT COMMUNICATE with EE??

[Ahiorns]

Hi all, I've been trying to communicate with EE via the chat function on the app or on the website for weeks now, but I invariably get a wait time which is many hours long, and again invariably, I end up getting no response whatsoever and have to start a new chat when the old one times out.

I'm now on hold to EE on the 150 number and have been for over half an hour.

I can't message through X as that's an automated response directing me to the above two forms of comms which are utterly useless. Do EE customer support even exist anymore??

No question I am leaving at end of the contract. It's a total shambles and the WORST service I've ever received.

What is everyone else's experience like?

Thanks!

[Peter_W]

Thanks for taking the time to explain everything here @Deerme.

I'm really keen to see if we can help point you in the right direction for getting support with the issues you've been having here, but it does sound like there has been quite a lot going on here and want to make sure we help point you in the right direction.

When it comes to broadband, did you cancel and switch back to BT, or did you just cancel outright and now have no equivalent service?

If you had an up to date BT Smart Hub 2 then this may not have been switched, as this is compatible with EE services too.

On the mobile side there are a few different reasons why texts may not be coming through, but we'd need to do a bit of investigation into this further; WhatsApp is internet based though, so won't be an indicator of how your regular text alerts are working. 

If you prefer not to call up, there's the option for our text relay service; this connects you with an assistant that will speak with an EE Guide on your behalf, whilst you'll communicate back and see the replies in text.

Just be aware that mobile and broadband are handled by separate specialist teams, so you'll need to address each issue one at a time.

Peter