How do I access online chat

[Linzi_H]

Hi @Zizou3 

I will certainly do my best to help out. 

What's happening exactly?

Linzi 

[KipperRSA]

I think EE has massively alienated alot of customers from being able to use web chat. I cant talk on the phone as i am working from home and mostly on calls but chat helped when i had an issue. Now chat is via the app and you round in circles with AI before it will connect you with a human and then no one responds. I tried at the weekend and the chat was closed after 2 days with no response. I tried this morning a new chat when the waiting time was 5 minutes and no one replied 3 hours later so I closed it and started a new one. Now this one I have kept open 5 hours and again not a single response even though the waiting time was 1hr 15 when i started the conversation.

So I wanted to upgrade but Im not getting offered any terms for contract even though it says I can upgrade for free (presumably needs human interventions) and the other is an order i placed 3 days ago and paid the deposit, received order confirmation and nothing since. Tracking gives no record of the item. What a useless service !

[Linzi_H]

Hi @KipperRSA 

You shouldn't be facing these issues when messaging with us through the EE app, and I know how frustrating it is when things like this happen.

Upgrading is a really exciting time, and I'm sorry you've been left with no further updates.

If you've received an order confirmation email, then it certainly sounds like the order has been placed. When you looked online at the device you chose, was there an estimated wait time for delivery? 

Linzi 

[KipperRSA]

Nope, just this Sorry, we can't show your order details right now. 

[KipperRSA]

even though it said 24 hours despatch which was why I ordered and that was Friday....

[Linzi_H]

It sounds like stock may not have been assigned to your order just yet @KipperRSA 

Once the warehouse allocates stock to your order, they'll then pass this to DPD for delivery. DPD will then send you tracking information alongside any other details you need.

The DPD app is really handy for this!

What phone did you order? If you let me know the capacity, model, and colour I can check the website for the estimated times for delivery 😊

Linzi 

[KipperRSA]

Paid upfront

Sony Xperia 1 VI 256GB Black £40.00

Minute One for Sony Xperia 1 VI 5G Black (RRP £24.99) £0.00

[Linzi_H]

Thanks so much @KipperRSA 

I've checked the website and it does indicate expected dispatch within 1 day. If you placed the order 3 days ago, I would have expected a further update by now. 

Have you checked the DPD app?

If no delivery updates are found, then please contact us so we can check what stage things are at. 

On your order confirmation, you will have an order number, and the team can trace everything using this. 

I know you've mentioned you're currently working, but our lines are open until 9pm today so we can help further.

Linzi 

[Clareharper]

Hi

[Clareharper]

Hi