Disability Access and the EE app

[Almamay5]

I wanted to raise a point on this community and the replies.

I can see that there is what looks like an automatic reply referring everyone with a question to the EE app. As if we didn't try that first but that is another story!

I would like to ask if EE had considered this constantly referring people to the app from a #disabilityaccess lens. From my perspective it isn't good enough that I have to use a phone app to communicate with your help team. Some disabilities find this less optimal. It is hard to type to the webchat on the phone. When I use voice recognition it doesn't save time as I have to make  corrections. If you must force me to use a webchat why can't you have one on the website where I can use a keyboard. That is my first point.

My second point is some of us, myself included, are verbal processors so we prefer to speak to people. That seems difficult to achieve. When I have called the number supplied any button I press results in a text. What accommodations do you make for people who struggle with written information and as an adaptation to accommodate their verbal processing?

[Christopher_G]

Hi @Almamay5 

I completely appreciate your feedback, and will do my best to help.

I'm not sure which automatic reply you've seen. But, I can confirm that at the moment, the live chat function is only available through the EE app. If you head to this Digital Accessibility page and hit the 'help us to improve' button, you can send in suggestions to our Accessibility team. They're very interested in improving services for all of our customers.

On your second point, you should be able to speak to someone when you call 150. If you call 150 and select option 2, then follow the options for your query, it should get you through to speak to someone over the phone.

What happens when you follow those options?

Chris

[Almamay5]

I tried your suggestion. Dialed 150. Once I got through to the service I wanted to talk about, I chose 2 to report a problem with my service e.g. the parental controls no working.

After  I pressed 2, I got a text to report a fault. Then the call was ended.

The fault is with the app to control my broadband. I replied FAULT. I continue to get texts.

I then called back and chose the same choices again and was put in a queue. Whilst I was waiting to speak to someone I was told a test was done on the line and there was no problem with my broadband. I know this. Automated message offers to re-boot my hub. I choose no. The problem I am calling about is with the app for parental controls. 4.30 min into the call I was told that there is a 20 minute wait. I was told I could continue to hold or call again later.

After another 5 minutes someone comes on the line and they do a factory reset and tell me to delete and download the app (again! 3rd time I've done this). By deleting the app and reinstalling I loose the names of the devices on the hub. The person on the phone instructs me to set up a group that I want to set time limits to. I said I can't do that whilst on the phone with her and she says she will send a text with a link to set up a time for someone to call me. The call ended 40 minutes ago and still no text with link. 

[Alex_H]

@Almamay5 I apologise you have not received a call back link after your call, that is standard practice from our guides when having to end a call for a diagnostic step so it is disappointing to hear the text has not come.

If the step has not resolved the issue, if you give us another call one of our guides will be able to pick up the diagnostic where it was left to continue working on resolving the issue. 

Alex