Have EE been completely taken over by AI?

[HayWayne]

Whenever I try and log in via a laptop, this is what I get.

Tried calling 150 this morning, and was given the option of face recognition as this was 'much quicker' to get to the right option - that also displayed an error screen.

Tried accessing via the app - logged in ok, but when trying to make contact if I click the 'call' option, I go round the same loop again, and when clicking the 'message' option I just get the dancing three dots of doom continually.

I used to sing EE's British-based customer service quality from the hills - but now I can't even seem to get through to anyone, human or English!

[HayWayne]

Ended up (after trying several routes/options) speaking someone, who clearly wasn't English, and was unable to help.

He's 'looking into' it and will call me again tomorrow.

Frightening thing was that during the call one of the options he suggested was cancelling one of my accounts - the landline account that we don't use (other than for broadband...). I suggested he not cancel any of my accounts.

Honestly, worst case of customer service from EE that I've experienced in the 10+ years I've been a customer. 

[HayWayne]

So just been on a 28 min call, and still unable to resolve the issue.

Unable to access my account on desktop, unable to access on my mobile app - even uninstalled, re-installed (off wifi - as suggested by caller), and the same issue continues.

They have 'raised a ticket' but closed this case.

Helpful? I'm inclined to say no.

Like I've said before, never have I had an issue with EE that hasn't been resolved over the phone. This is a first, and it's a peach.

[Leanne_T]

Hi @HayWayne 

Thanks for coming back to us.

Which case has been closed?  

If the team have raised a ticket to get looked into by the relevant team, once they have an update they will let you know. 

Leanne.