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I can see lots of questions but no answers. Does anyone get helpful answers and?

jan-k
Contributor
Contributor
 
17 REPLIES 17
Northerner
EE Community Star
EE Community Star

Hi @jan-k 

What question do you have?

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
bristolian
EE Community Star
EE Community Star

You've also put your question in the subject line of the post and left the actual body empty. Use the "reply" function to type your query.

sorry, new to this forum.my question is, does EE answer the problems of customers on here, or are other customers supposed to supply the answer. I have had no success in speaking to a real human being on 150 - they do not “ ring back in 15 minutes” just send a text saying there was no reply - the phone was with me all the time, and I checked it was ringing by using my landline - or Facebook messaging which just refers you back to 150. I am becoming very frustrated and will be cancelling both the mobile and my BT landline as soon as I am legally able if they don’t up their game in respect of customer service. Been with them years and never known it. A huge communications company with whom customers cannot communicate? Ridiculous, Thanks for reading my whinge 🥴

Linzi_H
EE Community Support Team

Hi @jan-k 

I know it's really frustrating having to wait on hold to 150 during busy periods. Usually when selecting option 1, our team will arrange a callback and I'm so sorry this hasn't been the case.

We don't have access to your account here (so please don't provide any personal details), but we do our best to answer all queries or direct to the right area for further support. 

Do you want to let us know a little bit more about what's happening?

Linzi 

XRaySpeX
EE Community Star
EE Community Star

This is a user discussion forum where fellow users try to help & advise others. Is there something we can help you with?

EE is not responsible for your BT landline.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Earlier this year I was getting some disgusting spam emails on my bt internet address, A nice lady from BT helped me set up a new email address. I gave everyone I could think of the new info, but forgot to pass it to EE, I only got this phone last December but had used previous, not a smart phone for over 16 years. Phone and text only.  When I realised decided to update app which was set up in shop, I think, but  couldn’t remember password, tried changing but wouldn’t work so decided to uninstall and reinstall. On iPad. That worked, but the account will not now link so pretty pointless really. It wants me to log in on the account as it was and if I can’t remember the password then obviously I can’t do that. So, tried ringing 150 and could not get to speak to anyone. Eventually I managed on my landline and 150 and a BT chap tried to sort it out for me, very kind but whatever he did - it didn’t work. I am in my 70s and, compared with a lot of people in my age group, fairly comfortable with tech but these are not user friendly. I pay a lot out of my pension for my phone, broadband and landline and a little bit of help would go a long way. There is a Facebook group dedicated to complaints about your customer service. Enough said?

XRaySpeX
EE Community Star
EE Community Star

@jan-k : There is a forgot your password? on the login page of your online MyEE.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
jan-k
Contributor
Contributor

The reason I got into all this was because I had a spam email purporting to be from EE saying my last payment had not gone through. I checked with Bank and it had, I sent a copy of the email to the phishing email for EE customers and to the Government one but decided at had better change my password- and that’s when it all went wrong, Also I would mention that when I called 150 BT on landline a number to press for an EE option came up. 

as I said, I tried using that but for some reason it failed to work. I admit that I did get so stressed I was getting confused and in retrospect deciding to uninstall and reinstall was a bad idea. There is no way back to the old account settings and I just would like to link the app with the new settings, same phone number, same account number just new email address and password.