Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Live Chat Gone?

tylermwise
Investigator
Investigator

‎18-10-2025 02:44 PM

Hi there, I would like to talk with an EE Agent, but the live chat button no longer seems to exist?

It was on the help page, but now it only has talk to us, and that calls them

I am a monthly mobile user, but looking to move over for WiFi but would like to talk to a staff member over the chat first

Thank you!!

0 Helpful
8 REPLIES 8
Schockwave
EE Community Star
EE Community Star

‎18-10-2025 06:27 PM

Hello @tylermwise ,

Welcome to the community,

It is there, so long as you are on a monthly contract, but please make sure that you have the latest app message us is at the top when clicking on help on the app.

You may need to uninstall, reboot and reinstall the app. You may need to ask EE to do an account refresh. It had disappeared for a long time, but has been back for several months now.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
tylermwise
Investigator
Investigator
In response to Schockwave

‎18-10-2025 06:31 PM

Hey @Schockwave, thanks for the reply. I am on a 24-month mobile contract; it was there last week, but it has disappeared for me 😞 

I have reinstalled and logged out the app, and still no luck, unfortunately

0 Helpful
Schockwave
EE Community Star
EE Community Star
In response to tylermwise

‎18-10-2025 10:32 PM

@tylermwise , that is strange, as I have it, not that I use it, as I prefer to speak to customer service rather than use the app message us.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Peter_W
EE Community Support Team
In response to tylermwise

‎19-10-2025 12:24 PM

Good morning @tylermwise.

Welcome to the Community!

We did have a few customers report similar earlier this year, but as @Schockwave mentioned this was resolved with a subsequent update. 

It's all showing as it should be on my iPhone 16 Pro Max, what device are you using at the moment, and which app software version is it showing?

Peter

tylermwise
Investigator
Investigator
In response to Peter_W

‎19-10-2025 12:40 PM

Morning @Peter_W,

I am using a Google Pixel 9 Pro XL, the EE app says version 5.70.0 (2608747)

0 Helpful
Peter_W
EE Community Support Team
In response to tylermwise

‎19-10-2025 12:52 PM

Cheers @tylermwise.

Can you please make sure that your device itself is fully up to date too?

Peter

0 Helpful
tylermwise
Investigator
Investigator

‎19-10-2025 12:57 PM

Just check, and I have the latest version, Android 16, the last update was 6th Sept

0 Helpful
Peter_W
EE Community Support Team
In response to tylermwise

‎19-10-2025 01:10 PM

Thanks @tylermwise, this is the first report I've heard of this recently, but I'll feed it back to see if we've had any similar reports. 

In the meantime I would recommend giving us a call so we can take a look into your main query, and they can have a check over how your account is set up in case this is contributing to these issues too.

Peter