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

[vivienne62]

When im on chat it will only let me send any messages it says ‘you cannot tyoe right now’ after i have sent the first message.

[Christopher_G]

Hi @vivienne62 

Welcome to the community.

I'm not sure why that is happening for you. The live chat service is through the EE App, under the 'help' section. If you continue to have this problem, it's worth deleting and redownloading the app.

Let us know if it works any better after that.

Chris

[Scotsman-46]

I have been with EE since last year and I can always get through to EE by using the 08009566000.  What I can't get access to is my "Bills & Payments".   I phoned them recently and explained this problem, so I was told they would send my bills through another format, which DID NOT work either.  Sometimes I can't get the TV which has the message " No channels available" at the moment, try later.  As for the Broadband (B/B) I can guarantee my B/B will fail every day, once or twice.  I have to switch off the router to get it turned back on.  I too am considering finding another B/B provider, my last one was Virgin Media, which I was with them for about four years.  The reason I left is, they turn off my access to my account without telling me, stating I had forgotten to renew my membership, which I thought was automatic.  At the moment I am waiting for EE to get in-touch with me about my problems.   Yes, they are not like the adverts say.

[Scotsman-46]

What about trying the 08009566000 number, I do.  I know they don’t have an email address for customers to get in-touch with should they have a problem.   I think ALL providers are the same, NO email or 0800 numbers, and their price have went through the roof.  I some finance expert on TV saying broadband providers are being allowed by the government to charge their customers anything.  It is time the government hit them with, either lower your prices and supply your customers with a 0800 number and an email address, or the government WILL revoke all their business licence.  This is what the government could do with the BBC and their TV licence.  The reason they do not, is the government has many shares in BBC.