EE mobile app under help section it no longer shows live chat

[Profile closed]

Yes and I reinstalled app etc only option on app says call us but not live chat

[kirstyk2]

yes, checked the App Store and no updates pending.

[James_B]

Which products do you have with EE, @kirstyk2?

James

[James_B]

Is it a New EE broadband plan, or an older legacy plan, @Profile closed?

James

[kirstyk2]

Sim only contract

Sent from my iPhone

[Schockwave]

@kirstyk2 , if you click on help at the bottom of the app, you should see message us and call us, is that there for you? I would have thought the message us would be the same as live chat, but since I have never used it cannot confirm it.

[kirstyk2]

Thanks for that. Yes the ‘message us’ and ‘call us’ options are there, but when I click on to message it brings up a page to log in (although already logged in) which freezes the app everytime 😭

Sent from my iPhone

[Christopher_G]

I'm sorry to hear that this isn't working for you, @kirstyk2 

I recommend speaking to our Mobile Care team on 150. They'll be able to help you with your query and look into why the app isn't working for you as it should.

Chris

[Koolwaterstof]

I'm also experiencing this issue. Tapping on "Message us" brings up a loading wheel for a while, after which a message appears saying "Account login required. Re-enter your login details, then try messaging again."

As soon as this message appears, the entire EE app becomes unresponsive and I have to close the app entirely.

iPhone 14 Pro, iOS 17.4.1, app version 5.35.0 (latest version currently available), SIM only plan.

I appreciate that I can call them, but that's not an acceptable alternative - not everyone has time to sit waiting for someone to answer a phone call. Live chat is far easier to get on with other things in the mean time.

[Koolwaterstof]

A quick update to the above for anyone else experiencing this issue - after signing out from the app and signing back in, I was able to use the live chat.